Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.
*_Job Summary_*
Responsible for relationship management and service delivery for one or more assigned clients that is strategic to the enterprise. Is the primary liaison for the service side of the client relationship including escalation, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management and coordination of the client loyalty process. Responsibility for client satisfaction, maintaining client communication, the overall management of the client relationship, and client retention activities. Answering customer inquiries, primarily over the telephone, e-mail, via conference call or technical troubleshooting call bridge.
*_Additional Job Overview:_*
Senior professional role requiring high skill with extensive proficiency. Handles complex calls and possesses in-depth knowledge of Xerox products. Works independently with only administrative supervision and the ability to overcome major obstacles and recognize early when issues should be escalated or a senior peer needs to be consulted. Wide latitude for independent judgment and is expected to provide guidance and cross-training to others. Effectively communicates with most levels of technical and non-technical personnel. Ability to negotiate complex processes and issues with others. Contributes to the development, documentation and implementation of standards or guidelines. Works on one or more projects as a team member or occasionally as a project lead. Participates in Product Release activities including User Acceptance Testing and execution of test cases. Typically requires a minimum of 5 years banking or related financial industry experience. Customer service or client management experience – a plus. Some travel will be required.
*_General Duties & Responsibilities_*
* Develops strong working relationships with assigned clients and internal Xerox resources.
* Serves as primary point of contact for external clients and various departments/divisions to resolve outstanding issues, comply with customer requests, and respond to client inquiries
* Provides support in research and resolution of problems and inquiries from the customer.
* Interfaces with clients to determine present and future needs and discusses progress toward solutions.
* Coordinates with clients, relationship managers, and other appropriate areas to ensure clients are properly serviced, paperwork is properly executed, and all operational arrangements are in place to service assigned accounts.
* Will prepare monthly and quarterly customer KRI reports.
* Is well versed on existing products/services and technical requirements to the existing products/services specific to the program.
* Maintains comprehensive knowledge of applicable products, services, and company policies and procedures.
* Identifies additional opportunities to provide more products, services or other resources to customer and refers to managing director/relationship manager.
* Will participate in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the products and/or services Xerox is offering.
* Participates in client loyalty process by informing assigned clients of process, encouraging clients to respond to survey information in a timely manner, participating in follow-up discussions and developing action plans to address any negative comments.
* Responsible for tracking and coordinating the resolution of customer concerns raised during installation, operation, maintenance or product application or compatibility matters.
* Responsible for client satisfaction, maintaining client communication, the overall management of the client relationship, and client retention activities.
* Recreates client issues in test environment as well as understanding the technical issues supporting the client reported issues.
* Interpersonal skills and technical product knowledge and expertise are critical to responding to daily Client-centric activities.
* Manages and communicates expectations internally and externally.
* Manages the service component of the client relationship.
* Conducts regularly scheduled status calls with client to discuss important key service topics, to review projects in clients queue and to discuss available service offerings.
* Reviews invoices, conducts periodic billing reviews, ensures credits, write-offs and payments are properly applied, works with assigned clients, managing director/relationship manager or billing team to resolve billing
* Provides oversight on commitment requests including setting up commitment in system, participating in project kickoffs to ensure understanding of project expectations and scope, ensures proper resources are assigned, monitors target dates and ensures billing is accurate and on time.
* Strong background in technology related to the banking industry
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*_General Knowledge, Skills & Abilities_*
* Communicates ideas both verbally and in written form in a clear, concise, and professional manner
* Requires good working knowledge of Xerox systems as well as the industries in which Xerox competes for business
* Ability to handle projects commensurate with job expectations
* Ability to analyze and solve problems using learned techniques and tools
* Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
* Prior banking or finance related experiences a plus; personal banking experience preferred
* Knowledge of Xerox payments products and Services
* Strong problem solving skills
* Broad knowledge of Xerox products and related services; in-depth knowledge of products and services for which team(s) provide support
* Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
* Is resourceful and proactive in gathering information and sharing idea
* Ability to work both independently and in a team environment
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to accommodations@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
**Job:** *Service Delivery Management*
**Organization:** *PS Finance and Accounting*
**Title:** *Operations Director*
**Location:** *TX-Austin*
**Requisition ID:** *16015149*
**Virtual/work from home?** *Yes*