IIM BPO Processing Center Manager

Overview

The IIM BPO Processing Center Manager is a salary plus MBO incentive Management position. This position is responsible for developing, guiding, forecasting, manipulating, monitoring and ensuring the success and wellbeing of the assigned processing center and production staff. Key accountabilities of this role include the following:
• Project Success
• Utilization Management
• Forecasting
• BPO SOW and Pricing Approvals
• Overall Staffing
• Facilities Management
The IIM BPO Processing Center Manager is responsible for managing all processing center BPO projects, and budgeting and forecasting all revenue and cost-of-goods in the processing center. In addition, the IIM BPO Processing Center Manager is responsible for managing lean processes, lean staffing and working with Production Manager(s) on daily production needs, issues and successes.
The IIM BPO Processing Center Manager is responsible for developing and maintaining customer relations, and is the face of the processing center. This position works with ECM Sales, providing proposal and pricing support.

Responsibilities

Key Responsibilities
• Managing BPO Processing Center Projects
• BPO Processing Center Budgeting and Forecasting
• Managing Lean Processes and Lean Staffing
• Maintaining Customer Relations
• Collaborating with ECM Sales on Standard BPO Engagement Proposal/SOW and Pricing
Other essential job functions include, but are not limited to the following:
• Tracking and monitoring current and incoming BPO projects to project monthly forecasts and predict staffing needs and costs
• Developing processing center employees and processes utilizing lean principles
• Developing long-lasting relationships with customers
• Collaborating with a variety of ECM personnel to ensure project and processing center success, as well as customer satisfaction
• Responsible for all processing center results
• Fully analyzing project SOP’s, workflow diagrams and station instructions to ensure project success
• Escalating appropriate issues to the ECM National Director, BPO Services
• Developing appropriate personnel for successful support roles, including Production Manager, Logistics Operator, Imaging Technical Support
• Monitor building issues and status, escalating when necessary
• Responsible for all hiring and other personnel actions
• Performs other duties as assigned

Qualifications

Education Requirements
• Four- year college degree or satisfactory completion of a business curriculum from an accredited school and/ or equivalent work experience
Experience Requirements
• Three to five years of experience in production improvement driven environment
• Three to five years of experience in BPO Services or a related industry
• Three to five years of experience in staff management or supervision
• Experience providing solutions relating to business process improvement
• Experience servicing internal and external customers
• Experience working with external vendors/ partners
• Experience in efficiency production improvement
• Excellent interpersonal and communications skills
• Strong listening skills; ability to understand customers’ needs and equate them to KMBS ECM BPO Services
• Ability to lead and execute within a team structure
• Ability to collaborate with internal partners and external vendors
• Strong knowledge of ECM products/services; Kofax Ascent Capture, Hyland OnBase and SharePoint preferred
• Preferred knowledge of Business Process Outsource, back-file and day forward scanning
• Strong knowledge of Microsoft Word and Excel
• Ability to lead and manage a team to a successful operations and team environment
• Strong project management skills
• Experience in lean practices

About Us

Konica Minolta’s journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the

Intelligent Connected Workplace

.

The company guides and supports its clients’ digital transformation through its expansive office technology portfolio, including IT Services (

All Covered

), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN’s MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the

Forbes 2021 America’s Best-in-State employers list

. The company received Keypoint Intelligence’s BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its

bizhub

i-Series

. Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World

list

. Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us

online

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EOE Statement

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

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