Legal Office Services & Site Operations Sr Manager

Ricoh Americas Holdings•Columbia, SC

16h•Onsite

About The Position

Accountable for the daily operations of a medium- to large-size team that may include a complex site and/or multiple sites. Ensures contract compliance of contracted services including, but not limited to: Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services through SLA results and client feedback. Responsible for selecting and assessing talent, recruiting, hiring, onboarding, employee retention, staff training & development, succession planning, and conducting performance management including employee counseling.

Requirements

High school diploma or GED.
5+ years of related work experience (B2B and/or technical).
5+ years of customer-facing experience required.
Demonstrated high-level knowledge and understanding of technology.
Proficiency with Office 360.

Nice To Haves

2+ years of managerial experience strongly preferred.

Responsibilities

Manage daily operations of a medium-large site while leading a medium-large team of direct reports.
Prioritize complex projects while managing multiple competing priorities.
Foster an inclusive, high-performing team environment in which SLA objectives are met.
Maintain expert knowledge of Ricoh products and offerings; consistently consult and provide insights into strategic and tactical issues by seeking input from counterparts across business units.
Improve operational quality through effective implementation and management of RICOH Service Excellence tools.
Responsible for staffing and performance management of assigned site personnel and Field Service Representative staff.
Create and maintain a customer-focused environment through regular end-user feedback, customer satisfaction surveys, and active Commitment Action Documents.
Ensure operational quality by assisting in achieving goals related to audits, deadlines, and compliance using tools and best practices.
Ensure proper staffing by leveraging internal recruiting and selection processes to attract and hire talent.
Motivate employees and recognize accomplishments using Ricoh Recognition programs.
Identify and recommend high performers for succession planning; responsible for employee retention, performance management, and counseling.
Identify training and performance planning needs through Individual Development Plans, succession planning, and mentorship.
Focus on business retention, customer service, high-performing teams, and profitable growth.
Support, lead, and manage teams through all phases of Change Management.
Understand complex processes, seek ways to improve operational effectiveness, conduct root-cause analysis, and resolve issues to ensure optimal customer satisfaction.
Identify gaps or scope creep in service delivery and adjust process documentation within client or Ricoh frameworks, with support from AOM/ESM or NOM.
Facilitate resolution of pricing, order-in, and invoicing issues by communicating with the sales department.
Maintain formal customer contact daily in MS and as needed in BIS.
Clearly communicate job expectations and consequences to direct reports through training, cross-training, coaching, counseling, directing, and evaluating work output and quality.
Act as a consultant to customers to improve business processes through workflow enhancements and appropriate services.
Collaborate with leaders, team members, and internal/external customers to implement solutions or initiatives.
Suggest, develop, and implement process improvements that increase quality or productivity.
Complete Monthly Operations Reviews, site reports, and other required documentation.
Support QSMs.
Create and conduct site-required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-add reporting.
Perform other duties as assigned.