Senior Site Manager, MS Site Management

POSITION PROFILE Accountable for daily operations of a medium to large team that may include a complex site 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 that includes employee counseling.

Job Duties and Responsibilities

Responsible for managing the daily operations of a medium-large size site while managing a medium-large team of direct reports. Prioritizes complex projects while effectively managing multiple and competing priorities. Fosters an inclusive and high-performing team environment in which SLA objectives are met. Expert knowledge of Ricoh's products and offerings. Consistently consults and displays insights into strategic and tactical issues by actively seeking input from counterparts in other business units and businesses. Improves the 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. Creates and maintains a customer-focused environment with regular end-user feedback and customer satisfaction surveys, with an active Commitment Action Document. Ensures the quality of operations for the shift by assisting in the achievement of goals in Audit and Deadline standards and compliance, utilizing tools and best practices. Ensures that the location is properly staffed by promoting the effective use of the internal recruiting and selection process to attract and hire talent. Motivates employees and recognizes their accomplishments in a timely manner leveraging the Ricoh Recognition programs. Identifies and recommends high performers for succession planning. Responsible for employee retention, performance management, and employee counseling. Identifies training and performance planning targets through the development of assigned staff through Individual Development Plan Management, along with succession planning and mentorship. Focus is on business retention, customer service, high-performing team, and profitable growth. Able to support, lead, and manage the 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 the support of AOM/ESM or NOM. Facilitates the resolution of issues concerning pricing, orders-in, and invoicing by interacting and communicating with the sales department. Maintains formal contact with the customer on a daily basis in MS and as needed in BIS. Clearly communicates job expectations/consequences of direct reports by training, cross-training, coaching, counseling, directing, and evaluating the work and efficiency of subordinates to increase their work output and work quality. Acts as a consultant to customers in improving business processes through workflow enhancements and appropriate services. Collaborates with other leaders, team members, and internal or external customers to implement a solution or initiative. Able to support, lead, and manage the team through all phases of Change Management, with the support of AOM/ESM or NOM. Suggests, develops, and implements process improvements that increase quality or productivity. Completes Monthly Operations Review, site reports, and other paperwork as necessary. Supports QSMs. Responsible for creating/conducting site-required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-add reporting. Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications) Typically Requires:

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 of knowledge and understanding of technology. Off 360 proficient user.

KNOWLEDGE, Skills, And Abilities

Strategic 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 skills.

Working Conditions, MENTAL and PHYSICAL DEMANDS

Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level. Work assignments are diversified. Interpret, comprehend, and apply complex material, data and instruction to prepare, provide, and convey diversified information. Some physical effort is required which may involve long periods of standing, walking, bending, reaching, stretching, climbing, or similar activities as well as lifting or moving items weighing up to 50 lbs. Moderate dexterity is required: regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with a job.