- Performance of the Digital Solutions Operations under remit which includes meeting customer service level agreements that are typically based on quality, timeliness of delivery
- Handle adverse situations through root cause analysis, remediation planning, execution of remediation plans and related internal and external communication with the appropriate level of urgency
- Capacity planning and productivity expectation setting for production resources based upon customer commitments and financial expectations
- Provide accurate financial forecasts for revenue and controllable expenses both in the short and near term
- Lead the operations team to deliver on financial forecasts and identify corrective actions when forecasts are not delivered if financial performance needs improvement
- Execute organisation best practices through the use of standard and supported toolsets
- Execute initiatives designed to improve financial performance, promote scalability or other changes designed to improve the business
- Ensure the operation, the processes followed and the staff maintains compliance with the organisation's expectations related to privacy, security, safety, and upholding the company's values
- Ensure that effective communication is in place with other functional teams across Iron Mountain
- Be the operational expert as an escalation point for Customer concerns and in the pursuit of new opportunities along with Commercial resources
- Depending on the size of the operation, the Manager will have 3-10 direct reports consisting mostly of Supervisors and Coordinators
- Place focus on teaching operational staff how to plan, how to communicate, how to lead and solid problem resolution techniques applicable to each role
- Develop succession plans and be capable of recognising and developing the potential of team members
- Must be an Australian Citizen and eligible to obtain and uphold a Baseline Security Clearance if required
- 5+ years' of Management experience with non-voice Business Process Outsourcing (mailroom, scanning, data capture services) or Shared Service center preferred
- Working knowledge of technology components required to support BPO operations
- Ability to lead large and diverse operational teams and comfortable leading & interacting with technical teams
- Ability to analyse financial statements, forecast and measure to budget
- Broad background in document management; Experience with Kofax Capture, Kofax KTM strongly preferred
- Bachelor's degree preferred
- Must have demonstrated ability for independent decision making, supporting large customer groups, managing highly visible projects and competing demands for resources
- Formal LEAN training and certification preferred
- Ability to work well in a globally matrixed organisation that is fast pace Virtual and remote teaming ability
- Comfortable leading presentations internally and externally and able to summarise complex issues for communication across different audiences
- Good customer and executive communication skills, written and verbal
- Ability to travel 30% of the time Category: Operations Group
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Digital Operations Manager - Port Melbourne, Australia - Iron Mountain
Found in: Talent AU C2 - 1 hour ago
Description
At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
The successful candidate can be located in Canberra or Melbourne
The Job
The Operations Manager for Digital Solutions is responsible for the delivery of services in one or more of Iron Mountain's Digital Solutions operations. The role is office based and will have direct responsibility for operational teams and will ensure operational best practices are in place and followed to ensure timely, accurate, and efficient delivery of services to Iron Mountain's customers. The Operations Manager will also be responsible for managing to key performance indicators, delivering on financial goals, and executing initiatives designed to deliver continuous improvement, scalability and position the operation for future growth.
The Manager will be the operational coordination point for commercial teams seeking support for new opportunities, financial teams seeking accurate financial statements & forecasts, the implementation team seeking partnership & operational readiness for new projects, and for IT in any problem resolution or capacity planning activities to improve the technical environment. The Manager must demonstrate good decision-making skills based upon the near and long-term best interest of the organization and customers that are based on solid business experience and company values. The Manager must also lead by example and be able to create plans that inspire confidence in managed teams, peers in other areas of the organization, and with customers.
The Responsibilities
The Person
