Description: |
Position MissionTo manage Document Production (DP) work at Client site. To build a DP management team and centralize DP work done bysupport staff throughout Client firm. To analyze, plan and migrate a portion of DP work to an offshore productionfacility.Position Objectives and Expectations1)Manage all aspects of Document Production at Client site in London involving over 100 staff2)Define DP center management structure and roles and build a strong and cohesive management team3)Work with Client staff to introduce KPIs to measure service levels for continuous improvement4)Work with Client staff to implement best practices and training to improve consistency of quality and service5)Analyze support staff activities throughout Client firm to determine DP functions currently embedded in secretarialstaff that can be migrated to DP staff6)Manage onsite overtime through greater utilization of Clients offshore operation with our company7)Participate in evaluation and implementation of job tracking application for centralized and offshore workflow8)Ensure that the Service Level Agreements with customers are met at all times and systemic corrective action plansimplemented when necessary9)Develop staffing, hiring and training plans to meet customer service levels, create new or improve services10)Analyze existing systems and processes to identify gaps and opportunities for cost or quality improvements11)Work with Client and the company offshore IT staff to ensure secure, robust, redundant infrastructure12)Lead regular Client-Company team meetings to ensure effective project implementation, identify problems and taketimely action to avoid service failures or last-minute resolution13)Liaison with Client and Company HR and IT departments to ensure regulatory compliance and efficient coordination tosupport operations onsite and offshore`14)Liaison with the companys India operations and management to ensure commitments are met, SLAs are met, and problemsare anticipated and solved15)Develop metrics for quality, productivity and utilization and generate regular reports16)Motivate and retain key Client DP staff17)Develop career, skill and personal development plans for onsite management team through coaching, guidance andchallenging assignments and participate in development of offshore management team18)Mentor onsite and offshore team development to ensure succession planning for key positions and provide hands onleadershipPersonal Success Characteristics1)Excellent verbal and written communication skills2)Proven leader3)Experience with large scale project management, analytical, planning and process management4)Excellent presentation skills to customers5)Ability to influence and drive change6)Ability to flex with changed business priorities and think strategically7)Ability to work with cross functional colleagues8)Process driven with proven ability to document processes9)Business/bottom line focus with proven ability to develop plans with milestones and to complete projects on time andwithin budget10)Coaching, mentoring and people development skillsEducational RequirementsUndergraduate degree and MBA or equivalent experience in Document ProductionExperience1)Total experience of >12 years required2)5 years experience managing a presentation center or other centralized support staff operation of >50 staff3)Leadership experience in start-up of a new business or corporate restructuring is a plus4)Leadership experience in an international BPO/ITES or corporate division is a plus |
