Print Operation Supervisor

Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.

THE SITE LEAD

SLA Achievement:

The Site Lead is responsible at site level for the fulfilment of the SLA . Primarily through the effective organisation of the work tasks, the Site Lead ensures deadlines are met. The Site Lead will review task performance with the OM. Where this impacts the SLA adversely the Site Lead will provide insight and take action to resolve.

Client Engagement:

The Site Lead acts as a primary site-based contact for the customer. The Site Lead is responsible for handling any day to day initial site level events, incidents, problems and escalations to point of closure or further escalation to the OM. Site level incidents can be triggered by the client directly face to face or indirectly via customer surveys. If found to be caused by on site service performance, the Site Lead is responsible for their resolution.

Unit Cost Optimisation: 

The Site Lead supports the OM to identify ways to drive cost savings at site level. Identification of high areas of spend (labour, consumables/stock control, service) should be matched against usage and optimised.

Resource Management: 

The Site Lead is not responsible for line management of any workforce. They are responsible for coordinating site resources to fulfil all site tasks including job workflow, quality control and governance. The site lead is responsible for ensuring service availability across the contractual operational hours, including ensuring staff cover is in place for absences with the requisite approvals in place (e.g. overtime temp cover). 

Feedback from the Site Lead on staff performance and the identification of training gaps can be provided to the OM. 

Working with the OM, the Site Leader will proactively identify opportunities to optimise staff utilization that delivers incremental cost savings and enhanced productivity.

Service quality: 

The Site Lead has overall responsibility for the service quality, utilising the matrix teams at their disposal to ensure customer satisfaction and the delivery of quality controlled output.

For any quality lapse a corrective action plan will be worked with support of their matrix team and OM, to ensure an affective closed loop process reporting to the SDM and/or to the client on progress of improvement.

The Site Lead will feedback to the OM and SDM as necessary with any system or integration problems or if Xerox matrix teams are not supporting the delivery of the contract performance to the expected quality, for example GCC, MAS team, Off-shore team etc. The OM or SDM can then trigger an escalation via the process set out in section 7.

On-site Staff: 

Although the Site Lead will not be a direct manager of on-site staff, they will be responsible for ensuring site staff behaviour, skillset, attitude and dress-code is all fit for purpose. The expectations is for the Site Lead to continually monitor and to work with the OM to feedback on any poor performance and on necessary action which needs to be taken.

Systems: 

The site lead will integrate with the required access rights with the Xerox and customer systems to deliver the services. They will be responsible to ensure this is in place as necessary with their matrix teams to ensure service delivery. For example, Client IT and FM systems, IT systems, XDM, XSM, Web-to-Print portals.

The site lead will ensure security compliance in accordance with Xerox and Customer requirements and will manage the site access process, ensuring staff are vetted in accordance with contract requirements. 

Financial Management:

The Site Lead will support the month-end process and outlooking process working with the off-shore team and SDM to ensure fulfilment of financial management of the contract. The site lead will work with the SDM to identifying any bottlenecks or areas for improvement in the process to be able to streamline. 

Revenue Growth: 

The Site Lead will be knowledgeable in the ValuePlus portfolio and the Xerox portfolio to support the SDM to identify opportunities to expand service offerings. The Site Lead will review with the OM all revenue prospecting activity and opportunity areas.