Imaging Operations Manager

Operations Manager, Digital Business Unit

LOCATION: UK - Rugby

REPORTS INTO: Senior Operations Manager, Digital Imaging Operations UKI

The Role

We are seeking a dynamic and experienced Operations Manager to lead our Digital Imaging & Document processing operation in Rugby. In this pivotal role, you will be responsible for overseeing the operations, personnel, and processes related to the scanning of physical documents and their conversion. Encompassing document logistics, preparation, scan conversion and post-scan processes within the general production environment. You will play a key role in ensuring that our clients receive high-quality and secure digitisation services

General:

• Ensure that all client objectives are achieved to their satisfaction and that a pro-active and professional client communications strategy is developed and maintained to the highest levels
• Support the team in the execution of exceptional delivery services and contractual KPI’s
• Promote and maintain a high standard of operational excellence and personnel management supervising all operational activity and operational personnel within the agreed upon parameters;
• Ensure that all direct reports are met with daily and updated with current priorities and issues that may impact work in progress, delivery schedules, pipeline forecasts or commercial objectives;
• Keep relevant colleagues updated on all operational or supply chain issues, productivity improvements achieved, service improvements achievements and cost savings initiatives;
• Ensure that all required administration relating to daily operational throughput is managed and maintained;
• Ensure that local operational staff are fully and regularly briefed on Task and Capture Centre performance, processes, procedures, objectives and other relevant information;
• Ensure that all IRM personnel policies and compliance procedures are followed at all times.

Business Planning in close collaboration with the Senior Operations Manager, Training and onboarding manager and other Site Supervisors:

• Agree, monitor and update on a regular basis a service delivery plan that commercially maximises the facility’s resources whilst meeting or exceeding client expectations.
• Agree and continually monitor/update a pipeline forecast and work-in-progress stream in relation to all service deliverables for the facility
• Collate and publish regular records in regards to service performance.
• Ensure that all administrative requirements are accurately processed, collated and published in a timely manner.

Relationship & Performance Management within the jurisdiction of responsibility:

• Ensure that a detailed and factual list of daily service deliverables is established, maintained and monitored at all times.
• Set, monitor and continually seek to improve operational performance (staff contribution and service deliverables); share best practices with colleagues, through regular performance reviews and feedback
• Ensure that the Communications Strategy is being followed and that all team members are kept fully briefed of all operational expectations, via shift start huddles and shift handovers
• Monitor the individual performance of direct reports, and subsequent subordinate personnel; quickly address below-standard performance results.
• Ensure that an up-to-date and comprehensive skills matrix is maintained for all direct reports, and training plans are maintained and updated accordingly;
• Liaise with relevant employees to ensure that detailed production schedules and priorities to meet or exceed client expectations are in place.
• Monitor ongoing workloads to ensure that all resources are being fully utilised to minimum target values and within required SLA target objectives.
• Ensure a non-compliance procedure is maintained to address any quality or SLA failures.
• Ensure that all non-conformance reports raised in relation to contract breach are processed quickly and accurately for reporting through to Senior Management.
• Liaise with client contacts and IME key stakeholders to ensure that all relevant deliverables are being provided to client expectations and in-line with contract obligations.

Quality Assurance & Continuous Improvement

• Ensure that specific and detailed SOP workflows are communicated effectively to all subordinate employees; ensure compliance by effectively training and equipping employees, and maintaining evidential training records
• Ensure that detailed TQA processes and procedures have been communicated and are being followed according to requirement.
• Undertake investigations, publish reports and recommend remedial actions relating to non-conformance incidents.
• Contribute fully to any investigation resulting from a major service failure, breach of contract or any instance that may damage the reputation of Iron Mountain or its relationship with an individual client, as requested by Senior Management.
• Identify process improvements relating to the processing and production of all products and services delivered including close monitoring and interrogation of ongoing performance results.

Financial Management within the jurisdiction of responsibility:

• Maintain a commercially viable operation through daily monitoring/interrogation of KPI’s.
• Ensure that local Iron Mountain DM contracts are delivered against agreed cost models; plan/initiate corrective action where an individual product, contract, order or individual member of staff is performing below required objectives.
• Ensure that all financial data is being collated accurately and in a timely manner to ensure that precise financial performance data can be processed to agreed schedules.
• Ensure that forecasting and planning of all daily deliverables is in-line with performance targets and sufficient to maximise the utilisation of all operational resources.

Vetting requirement

• Government SC clearance required for role
• Legal residence in UK for 5 years

Competences

• Excellent people manager with strong leadership skills able to create a high performing, motivating culture within an environment of limited technical/intellectual scope.
• Flexible, adaptive & innovative team-player delivering processes and results.
• Exceptional presenter of hard operational facts, objectives and deliverables.
• Decisive manager able to handle variable and conflicting business issues delivering data services against complex client demands.

Experience

• Experience in a first-line management position preferably within a busy document processing environment
• Sound understanding of business process management procedures and techniques
• Comprehensive experience of process implementation & delivery
• Knowledge of operational security in relation to client confidentiality and legislative compliance.
• Delivering data services against complex client demands
• Utilisation of variable cost labour, in line with “floating revenues”, through innovative planning and labour processes