Senior Site Manager

About the role

Accountable for daily operations of medium to large team that may include a complex site or/and 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.

Responsibilities

• Manages 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
• Consults and displays insights into strategic and tactical issues by actively seeking input of counterparts in other business units and businesses
• Improves quality of operations while consistently applying effective implementation and management of RICOH Service Excellence tools
• Staffs and performs 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 active Commitment Action Document
• Ensures 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
• Ensures that location is properly staffed by promoting effective use of 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
• Focuses on business retention, customer service, high performing team, and profitable growth
• Able to support, lead and manage team through all phases of Change Management
• Understands complex and detailed processes, seeks ways to improve operational effectiveness, conducts root cause analysis, and issue resolutions to ensure optimal customer satisfaction
• Identifies gaps/scope creep in service delivery and adjusts process documentation to work within the client or Ricoh framework, with support of AOM/ESM or NOM
• Supports QSMs
• Creates/conducts site required reporting, customer presentations and business reviews to ensure alignment with contractual requirements and value add reporting

Qualifications

• 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