Senior Site Manager

Senior Site Manager, MS Site Management POSITION PROFILEAccountable 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. Responsible for selecting and assessing talent, recruiting, hiring, onboarding, employee retention, staff training & development, succession planning, and conducts performance management that includes employee counseling.Job Duties and ResponsibilitiesResponsible to manage daily operations of a medium-large size site while managing a mediumlarge team of direct reportsPrioritizes 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 insightsinto strategic and tactical issues by actively seeking input of counterparts in other business unitsand businesses.Improves quality of operations while consistently applying effective implementation andmanagement of RICOH Service Excellence tools.Responsible for staffing and performance management of assigned site personnel and assignedField Service Representative staff.Creates and maintains a customer-focused environment with regular end-user feedback andcustomer satisfaction surveys, with active Commitment Action Document.Ensures the quality of operations for shift by assisting in the achievement of goals in Audit andDeadline standards and compliance, utilizing tools and best practices.Ensures that location is properly staffed by promoting effective use of internal recruiting andselection process to attract and hire talent.Motivates employees and recognizes their accomplishments in a timely manner leveraging theRicoh Recognition programs.Identifies and recommends high performers for succession planning. Responsible for employeeretention, performance management and employee counseling.Identify training and performance planning targets through the development of assigned staffthrough Individual Development Plan Management, along with succession planning, andmentorship.Focus is on business retention, customer service, high performing team, and profitable growth.Able to support, lead and manage team through all phases of Change Management.Understand complex and detailed processes, seeks ways to improve operational effectiveness,conducts root cause analysis, and issue resolutions to ensure optimal customer satisfaction.Identify gaps/scope creep in service delivery and adjust process documentation to work withinthe client or Ricoh framework, with support of AOM/ESM or NOM.Facilitates resolution of issues concerning pricing, orders-in and invoicing by interacting andcommunicating with 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, crosstraining, coaching, counseling, directing, evaluating the work and efficiency of subordinates toincrease their work output and work quality.Acts as a consultant to customer in improving business processes through workflowenhancements and appropriate servicesCollaborates with other leaders, team members, and internal or external customers toimplement a solution or initiative.Able to support, lead and manage team through all phases of Change Management, withsupport of AOM/ESM or NOM.Suggests, develops, and implements process improvements that increase quality orproductivity.Completes Monthly Operations Review, site reports and other paperwork as necessary.Supports QSMs.Is responsible for creating/conducting site required reporting, customer presentations andbusiness reviews to ensure alignment with contractual requirements and value add reporting.Performs other duties as assignedQUALIFICATIONS (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 knowledge and understanding of technology.Off 360 proficient userKNOWLEDGE, Skills and AbilitiesStrategical facilitator of complex issuesAbility to present to a large-sized groupComplex-Problem Solving SkillsDemonstrates managerial courage – Expert Customer Service skillsExpert Technical aptitudeExpert Written and Verbal Communication skillWorking Conditions, MENTAL AND PHYSICAL DEMANDSTypically, 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 – 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 – 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.