Senior Site Manager

Ricoh•Bloomfield, CT

6d•$53,200 - $72,000•Onsite

About The Position

This position is accountable for the daily operations of a medium to large team, potentially managing complex or multiple sites. The role ensures contract compliance for contracted services such as Copy services, Courier Services, Managed Print services, Hospitality, Imaging, and Mail services by meeting SLA results and client feedback. Key responsibilities include talent selection, recruitment, hiring, onboarding, employee retention, staff training and development, succession planning, and performance management, including employee counseling.

Requirements

High school or GED is required.
5+ years of work experience in a related field (B2B and/or technical).
Previous 2 years of managerial work experience strongly preferred.
Previous 5 years Customer facing work experience required.
Demonstrated high level knowledge and understanding of technology.
Off 360 proficient user.

Nice To Haves

Strategical facilitator of complex issues.
Ability to present to a large-sized group.
Complex-Problem Solving Skills.
Demonstrates managerial courage.
Expert Customer Service skills.
Expert Technical aptitude.
Expert Written and Verbal Communication skill.

Responsibilities

Manage daily operations of a medium-large size site while managing a medium-large team of direct reports.
Prioritize complex projects while effectively managing multiple and competing priorities.
Foster an inclusive and high performing team environment in which SLA objectives are met.
Consistently consult and display insights into strategic and tactical issues by actively seeking input of counterparts in other business units and businesses.
Improve quality of operations while consistently applying effective implementation and management of RICOH Service Excellence tools.
Responsible for staffing and performance management of assigned site personnel and assigned Field Service Representative staff.
Create and maintain a customer-focused environment with regular end-user feedback and customer satisfaction surveys, with active Commitment Action Document.
Ensure the quality of operations for shift by assisting in the achievement of goals in Audit and Deadline standards and compliance, utilizing tools and best practices.
Ensure that location is properly staffed by promoting effective use of internal recruiting and selection process to attract and hire talent.
Motivate employees and recognize their accomplishments in a timely manner leveraging the Ricoh Recognition programs.
Identify and recommend high performers for succession planning.
Responsible for employee retention, performance management and employee counseling.
Identify training and performance planning targets through the development of assigned staff through Individual Development Plan Management, along with succession planning, and mentorship.
Focus on business retention, customer service, high performing team, and profitable growth.
Support, lead and manage team through all phases of Change Management.
Understand complex and detailed processes, seek ways to improve operational effectiveness, conduct root cause analysis, and issue resolutions to ensure optimal customer satisfaction.
Identify gaps/scope creep in service delivery and adjust process documentation to work within the client or Ricoh framework, with support of AOM/ESM or NOM.
Facilitate resolution of issues concerning pricing, orders-in and invoicing by interacting and communicating with sales department.
Maintain formal contact with the customer on a daily basis in MS and as needed in BIS.
Clearly communicate job expectations/consequences of direct reports by training, cross-training, coaching, counseling, directing, evaluating the work and efficiency of subordinates to increase their work output and work quality.
Act as a consultant to customer in improving business processes through workflow enhancements and appropriate services.
Collaborate with other leaders, team members, and internal or external customers to implement a solution or initiative.
Suggest, develop, and implement process improvements that increase quality or productivity.
Complete Monthly Operations Review, site reports and other paperwork as necessary.
Support QSMs.
Responsible for creating/conducting site required reporting, customer presentations and business reviews to ensure alignment with contractual requirements and value add reporting.
Perform other duties as assigned.