Overview
The Area Manager is the linchpin of a successful client engagement for CBPS, serving as the primary delivery mechanism for continuous value improvement, customer retention, and profitable growth. Area Managers achieve this through execution of the CBPS Operational Excellence model, delivering quality in the services provided while also driving innovation. The role requires a dynamic individual who balances customer relationship management, team leadership, and performance management to deliver desired outcomes.
Responsibilities
Operational Excellence
- Alignment of CBPS service outcomes to client strategy and initiatives
- Development of enforceable scope of work (SOW) documents with tangible outputs and requirements
- Development of measurable, meaningful service level agreements (SLA) and key performance indicators (KPI)
- Process mapping and desktop procedure development for SOW tasks
- Control development
- Data collection tools and reporting platform development
- Analysis of operational data
- Change analytics: risk, finance, and productivity
- Performance management of functioning processes, including corrective action
- Business case for change development & initiative launch and execution
Team Leadership
- Leadership and skill set development of direct reportsCoaching and corrective action when warranted
Customer Relationship Management
- Quarterly Business Review (QBR) delivery
- Sponsorship attainment for change initiatives
- Contract negotiation and execution for agreements, renewals, and incremental growth
- Continuous relationship visibility improvement through executive presentations and eventsDirect and indirect response to ad hoc client needs and requirements
Qualifications
- Bachelor’s degree with MBA-equivalent experience and competency
- Six Sigma Green Belt+ or CAPM+ certification
- 3+ years directly managing customer-facing B2B relationships
- 3+ years managing lead or supervisor level employees
- Meaningful experience leading improvement initiatives with documented results
- Expert level proficiency in the following MS Office applications: Excel, Visio, Power Point, Word
- Functional understanding of web-based applications
- Functional understanding of Business Intelligence platforms
- Ability to develop business cases for change
- Scope of work (SOW) development
- SLA and KPI development
- Process mapping
- Data analysis
- Report design
- Initiative launch and execution oversight
- Cost / benefit analysis
- Risk assessment
- Excellent written communications
PHYSICAL DEMANDS
- Frequent travel required
- Occasional client entertainment after normal business hours, including dinners and events
What We Offer:
- An opportunity to join an established team and be part of a successful and proven global organization!
- A competitive compensation program!
- Large Company Benefits: Medical/Dental/Vision/401K with a competitive company match!
- Employee discounts on Canon products & vendor discount programs for employees!
- World-Class Training & Career Development Programs!
