Xerox

Purpose:
•  * Added to Job Family Service Delivery - CR in scan/refresh process
•  The role holder works as part of the service delivery team that is aligned to one or more customers.  He/she will have focus on the following:

•  Delivery of service that meets SLA and delights the customer (KPI:  SLA achieved & high customer satisfaction)

•  Supporting the achievement of productivity improvements (KPI:  Value for customer & enhanced margin)

•  Contributing to service transformation and business growth (KPI: Further profitable service revenue)


Scope:
Specific:
•  The work undertaken by the role holder is completed in line with the Service Level Agreement and Statement of Work relevant for the customer.

General:
•  Intermediate level job with some work experience

•  Has developed knowledge and skills through formal training & applies these to complete assigned work within own area of expertise

•  Identifies problems in straightforward situations, and makes sound decisions using standard procedures

•  Works within established procedures with a moderate degree of supervision


Primary Responsibilities:
•  To act as primary source of advice for all document production and/or communication needs of the client

•  To understand the clients business goals and communication challenges in order to identify and deliver innovative, value-added solutions

•  To build and maintain client relationships, that ensure the role becomes the primary and central source for trusted advice for all document production and communication needs of the client business units

•  Implement the document management strategies and solutions, developed in partnership with the client, which ensure the delivery of a cost effective product or communication technique, that is appropriate for the clients business requirements

•  Rationalize and consolidate deliverables, identify and develop opportunities for cost savings and process improvements

•  Advise clients on the best production methods to ensure document effectiveness, efficiency and quality.

•  Manage document lifecycle/production from concept to delivery to meet client requirements and corporate standards (except where Xerox manage production printing)

•  Meet or exceed agreed SLA measures for the client and Xerox.

•  Maintain client satisfaction / resolve queries / issues

•  Managing stock and budgets to optimum levels where appropriate

•  Support functions to re-engineer client processes to yield improvements, using appropriate Lean Six Sigma techniques

•  Maximize financial efficiencies (including tax  VAT) for the client and Xerox

•  Collate relevant management information as specified

•  Build and maintain external supplier relationships

•  Able to negotiate on cost and delivery timescales within the context of the project