Document & Business Solutions Associate
Business Overview
Document & Business Solutions (DBS) is the company’s primary office-based services provider for the firm, globally, operating across APAC, EMEA, LATAM, and NAMR in more than 50 cities. DBS is responsible for providing vital products and services, including but not limited to, creative & design, document creation/print/copy, mail distribution, messenger, courier, and fulfillment scanning and archiving. Additionally, DBS manages a suite of products, including, office printers, mail digitization and DBS’s online service platform.
Operations Manager required for the campus location to be the primary point of contact to oversee, manage and ensure high quality services and production duties, and meet the targets and standards as part of the operations group. In addition, the Operations Manager will assume a regional role to support projects and DBS initiatives.
They will be responsible for all site activities and ensure professionalism in all aspects of customer service, providing flexible and responsive assistance to clients and colleagues. The role requires a ‘can do’ attitude with a flexible approach and using own initiative to provide DBS wide solutions to internal clients and staff, working as part of a larger team to support the regional DBS operations and other tasks within DBS globally.
The Operations Manager will be responsible for the day-to-day oversight and operational management of staff. They will actively manage the team and operations to ensure work requests and volumes receive the correct focus and processes are adhered to providing quality output without errors. They will be the first point of contact for the local and DBS Management team, providing regular updates and working together to escalate and manage any known or potential issues that may impact the team or operations.
Required qualifications, capabilities and skills:
- Strong written and spoken English skills.
- Able to demonstrate and evidence leadership, communication and people skills.
- Excellent time management and organizational skills.
- Understanding of print technologies in a production environment, mail and courier systems, tracking programmes – or have the ability to learn
- Good working knowledge of key Microsoft programmes and ability to analyse data.
- Experience with handling client requests/issues and managing products and service expectations.
- Experience with managing vendors.
- Organized and efficient with self-motivation.
- Managing change, process and staff development.
Preferred qualifications, capabilities and skills:
- Support performance development processes and meet with team to review business and personal priorities, development, training and coaching.
- Promotion and management of an inclusive work environment, providing direct management oversight, guidance and development of employees, and teams, in line with the JPMorgan Chase Business Principles.
- Management, measurement and reporting of key business metrics to influence decision making.
- Develop key client partnerships, meeting clients on a regular basis to update on service performance.
- Capturing and management of risk issues or incidents following the required escalation model and procedures.
- Create new and maintain established control frameworks supporting governance and quality directives.
- To coach and mentor team members to meet the existing goals and new or changing services within DBS, and to lead by example.
- To manage and direct overall employee activity including communication of priorities, deployment decisions, staffing levels, and performance management.
- To manage and direct all resources to include staff, equipment, metrics and operating expense to enable professional, timely and accurate delivery of DBS products on both a daily and occasional basis.
- To provide management oversight and guidance on all operational procedures and operational workflows including shift handovers to maintain operational consistency ensuring SLA’s are always met.
- To deliver on departmental initiatives, projects and ongoing activity, keeping management and colleagues properly informed of status progress, successes and issues.
- To identify gaps and opportunities for improvement, generating new and innovative approaches to daily tasks.
- To analyse, prioritize, recommend and implement alternative solutions and enhancements to improve effectiveness and efficiency of products, services, and processes, sharing with peers where appropriate.
- To maintain a client focused approach and be the point of contact for the LOB’s, maintain and build business relationships.
- Experienced in vendor management and governance to support outsourcing governance controls and regulations.
- To manage multiple vendor relationships, measuring performance and reporting metrics for all supporting key performance indicators (KPIs).
- Follow, assure and provide oversight in managing compliance with all established policies, protocols, procedures and processes.
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