Workplace Services Lead

Ricoh Americas Holdings

2d•Onsite

About The Position

This position is accountable for the daily operations of a medium to large team, potentially managing a complex site or multiple sites. The role ensures contract compliance of contracted services, including but not limited to: Copy services, Courier Services, Managed Print services, Hospitality, Imaging, and Mail services, by meeting SLA results and client feedback. The position is responsible for talent selection and assessment, recruiting, 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 5 years Customer facing work experience required.
Demonstrated high level knowledge and understanding of technology.
Off 360 proficient user

Nice To Haves

Previous 2 years of managerial work experience strongly preferred.

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.
Improve quality of operations while consistently applying effective implementation and management of RICOH Service Excellence tools.
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.
Create/conduct site required reporting, customer presentations and business reviews to ensure alignment with contractual requirements and value add reporting.
Perform other duties as assigned.