Imaging Operations Manager
Location: Lutterworth, United Kingdom
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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.
TITLE: 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, including 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 digitization services.
General Responsibilities:
1. Ensure that all client objectives are achieved to their satisfaction and maintain a proactive and professional client communications strategy.
2. Support the team in executing exceptional delivery services and contractual KPIs.
3. Promote and maintain high standards of operational excellence and personnel management.
4. Ensure daily updates with direct reports regarding current priorities and issues impacting work.
5. Keep relevant colleagues informed on operational or supply chain issues, productivity improvements, and cost-saving initiatives.
6. Manage all required administration relating to daily operational throughput.
7. Ensure local operational staff are regularly briefed on performance, processes, and objectives.
8. Follow all IRM personnel policies and compliance procedures at all times.
Business Planning:
1. Collaborate with the Senior Operations Manager to agree, monitor, and update a service delivery plan that maximizes facility resources while meeting client expectations.
2. Monitor and update pipeline forecasts and work-in-progress streams related to service deliverables.
3. Collate and publish regular records regarding service performance.
4. Process and publish all administrative requirements accurately and timely.
Relationship & Performance Management:
1. Establish and maintain a detailed list of daily service deliverables.
2. Monitor and seek to improve operational performance through regular performance reviews and feedback.
3. Ensure the Communications Strategy is followed, keeping team members informed of operational expectations.
4. Monitor the performance of direct reports and address below-standard results promptly.
5. Maintain a comprehensive skills matrix and training plans for all direct reports.
6. Liaise with relevant employees to ensure production schedules meet client expectations.
7. Monitor workloads to ensure resources are utilized effectively.
8. Maintain a non-compliance procedure for quality or SLA failures.
Quality Assurance & Continuous Improvement:
1. Communicate specific SOP workflows effectively and ensure compliance through training.
2. Ensure TQA processes and procedures are followed.
3. Investigate non-conformance incidents and recommend remedial actions.
4. Identify process improvements and monitor performance results.
Financial Management:
1. Maintain a commercially viable operation through KPI monitoring.
2. Ensure local contracts are delivered against cost models and initiate corrective actions as needed.
3. Accurately collate financial data for timely performance reporting.
4. Forecast daily deliverables in line with performance targets.
Vetting Requirement:
Government SC clearance required for role; legal residence in the UK for 5 years.
Competences:
1. Excellent people manager with strong leadership skills.
2. Flexible, adaptive, and innovative team player.
3. Exceptional presenter of operational facts and objectives.
4. Decisive manager able to handle conflicting business issues.
Experience:
1. Experience in a first-line management position, preferably in a busy document processing environment.
2. Sound understanding of business process management procedures.
3. Comprehensive experience of process implementation and delivery.
4. Knowledge of operational security regarding client confidentiality.
5. Utilization of variable cost labor through innovative planning.
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