Senior Manager, Legal Office Services

Senior Site Manager, MS Site Management

Position Profile

Accountable for daily operations of a medium to large team that may include a complex site and/or multiple sites. Ensures contract compliance of contracted services including, but not limited to, Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services through SLA results and client feedback.

Responsible for selecting and assessing talent, recruiting, hiring, onboarding, employee retention, staff training and development, succession planning, and conducting performance management, including employee counseling.
Job Duties and Responsibilities

- Responsible for managing daily operations of a medium-to-large site while managing a medium-to-large team of direct reports.

- Prioritizes complex projects while effectively managing multiple and competing priorities.

- Fosters an inclusive and high-performing team environment in which SLA objectives are met.

- Maintains expert knowledge of Ricoh's products and service offerings. Consistently consults and provides insights on strategic and tactical issues by actively seeking input from counterparts in other business units and businesses.

- Improves quality of operations through the effective implementation and management of RICOH Service Excellence tools.

- Responsible for staffing and performance management of assigned site personnel and assigned Field Service Representative staff.

- Creates and maintains a customer-focused environment through regular end-user feedback, customer satisfaction surveys, and active Commitment Action Documents.

- Ensures operational quality by assisting in the achievement of audit standards, deadline compliance, and best practices.

- Ensures locations are properly staffed through effective recruiting and selection processes that attract and retain talent.

- Motivates employees and recognizes accomplishments in a timely manner through Ricoh Recognition Programs.

- Identifies and recommends high performers for succession planning.

- Responsible for employee retention, performance management, and employee counseling.

- Identifies training and performance planning opportunities through Individual Development Plan (IDP) management, succession planning, and mentorship.

- Maintains focus on business retention, customer service, team performance, and profitable growth.

- Supports, leads, and manages teams through all phases of change management.

- Understands complex processes, identifies opportunities to improve operational effectiveness, conducts root cause analyses, and resolves issues to ensure customer satisfaction.

- Identifies service delivery gaps and scope creep, adjusting process documentation to align with client and Ricoh frameworks, with support from AOM/ESM or NOM.

- Facilitates resolution of pricing, order processing, and invoicing issues through interaction with the sales department.

- Maintains regular customer contact on a daily basis within MS operations and as needed within BIS operations.

- Clearly communicates job expectations and performance standards through training, cross-training, coaching, counseling, directing, and evaluating staff performance.

- Acts as a consultant to customers by identifying workflow enhancements and recommending appropriate services to improve business processes.

- Collaborates with leaders, team members, and internal or external stakeholders to implement solutions and initiatives.

- Supports, leads, and manages teams through all phases of change management, with support from AOM/ESM or NOM.

- Suggests, develops, and implements process improvements that increase quality and productivity.

- Completes Monthly Operations Reviews, site reports, and other required documentation.

- Supports QSMs.

- Creates and delivers site reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value-added reporting.

- Performs other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications) Typically Requires:

- High school diploma or GED required.

- 5+ years of experience in a related field (B2B and/or technical environment).

- 2+ years of prior management experience strongly preferred.

- 5+ years of customer-facing experience required.

- Demonstrated high-level knowledge and understanding of technology.

- Proficient in Microsoft Office 360.

KNOWLEDGE, SKILLS, AND ABILITIES

- Strategic facilitation of complex issues.

- Ability to present to large groups.

- Advanced problem-solving skills.

- Demonstrates managerial courage.

- Expert customer service skills.

- Strong technical aptitude.

- Excellent written and verbal communication skills.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

- Typically works in an office environment with adequate lighting, ventilation, and a normal range of temperature and noise levels.

- Work assignments are diversified and require interpreting, comprehending, and applying complex information, data, and instructions while preparing and communicating a wide variety of information.

- Some physical effort is required and may involve extended periods of standing, walking, bending, reaching, stretching, climbing, and similar activities, as well as lifting or moving items weighing up to 50 pounds.

- Moderate dexterity required, including regular use of calculators, keyboards, hand tools, and eye-hand coordination.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the role.