Senior Operations Team Lead – Global Payment Operations Fraud
Bank of America
Field Manager, Operations
Ricoh UK
full-time
Posted on:
Location Type: Hybrid
Location: Charlotte • North Carolina, South Carolina, Virginia • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Promote effective use of internal recruiting and selection processes to attract and hire talent.
- Identify employee training and development needs through formal competency assessments and Ricoh training offerings.
- Arrange assignments, training, and experiences to enhance team members' development and job satisfaction.
- Directly manage Managed Services employees within the assigned area.
- Oversee and inspect Field Service Representative (FSR) performance.
- Establish goals, clarify roles and responsibilities, and hold team members accountable.
- Collaborate with leaders, team members, and customers to implement solutions and initiatives.
- Monitor, evaluate, and recognize employee excellence using the Ricoh Recognizes program.
- Address performance issues and establish improvement plans with managerial courage.
- Empower others to solve problems and facilitate discussions for creative solutions.
- Lead succession planning by developing promotable candidates.
- Support onboarding and development plans for Area resources.
- Build key relationships with internal and external customers.
- Identify service delivery gaps and adjust processes to align with client or Ricoh frameworks.
- Facilitate meetings with key customer contacts regarding contracts, initiatives, and value-added services.
- Ensure timely execution of MS initiatives aligned with quality standards using program tools and best practices.
- Navigate Ricoh’s internal structure and manage internal communications cadence.
- Conduct area account certifications to inspect service standards and drive improvement.
- Assist in installing new or expanding sites, focusing on operational validation and customer satisfaction.
- Oversee Ricoh’s onboarding support processes related to service and satisfaction.
- Establish and manage reporting packages based on customer requirements.
- Lead and manage teams through all phases of change management.
- Maintain a customer-focused environment with regular feedback and satisfaction surveys.
- Ensure customer satisfaction through site visits and end-user engagement.
- Handle customer escalations, root cause analysis, and issue resolution.
- Create and present site reports, customer presentations, and business reviews.
- Implement and manage Ricoh Service Excellence standards.
- Ensure quality and productivity standards are met by On-Site Managers.
- Maintain knowledge of services and solutions.
- Assist in preparing documentation for proposed site service requirements.
- Validate new opportunities and ensure timely execution with appropriate resources.
- Ensure profitability of assigned accounts and support Area Director in achieving financial goals.
- Submit accurate and timely billing.
- Monitor account receivables in collaboration with Shared Services.
- Coordinate month-end closing and accounting functions.
- Implement contract pricing escalators for assigned accounts.
- Perform other duties as assigned.
Requirements
- College degree preferred.
- 5–7 years of multi-site operations management experience with direct client contact in a professional business setting (facilities management or related outsourcing industry).
- Successful completion of all Site Manager Level training (for internal candidates).
- Valid driver’s license and minimum auto insurance coverage per Ricoh policy.
Benefits
- Choose from a broad selection of medical, dental, life, and disability insurance options.
- Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
- Augment your education with team member tuition assistance programs.
- Enjoy paid vacation time and paid holidays annually.
- Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
multi-site operations managementemployee training and developmentperformance managementservice deliverychange managementroot cause analysisfinancial managementaccount receivables monitoringcontract pricingdocumentation preparation
Soft skills
leadershipcollaborationcommunicationproblem-solvingaccountabilitycustomer focusteam developmentmanagerial couragerelationship buildingfeedback facilitation
Certifications
Site Manager Level trainingvalid driver’s license
