IIM BPO Processing Center Manager
Overview
The IIM BPO Processing Center Manager is a salary plus MBO incentive Management position. This position is responsible for developing, guiding, forecasting, manipulating, monitoring and ensuring the success and wellbeing of the assigned processing center and production staff. Key accountabilities of this role include the following:
• Project Success
• Utilization Management
• Forecasting
• BPO SOW and Pricing Approvals
• Overall Staffing
• Facilities Management
The IIM BPO Processing Center Manager is responsible for managing all processing center BPO projects, and budgeting and forecasting all revenue and cost-of-goods in the processing center. In addition, the IIM BPO Processing Center Manager is responsible for managing lean processes, lean staffing and working with Production Manager(s) on daily production needs, issues and successes.
The IIM BPO Processing Center Manager is responsible for developing and maintaining customer relations, and is the face of the processing center. This position works with ECM Sales, providing proposal and pricing support.
Responsibilities
Key Responsibilities
• Managing BPO Processing Center Projects
• BPO Processing Center Budgeting and Forecasting
• Managing Lean Processes and Lean Staffing
• Maintaining Customer Relations
• Collaborating with ECM Sales on Standard BPO Engagement Proposal/SOW and Pricing
Other essential job functions include, but are not limited to the following:
• Tracking and monitoring current and incoming BPO projects to project monthly forecasts and predict staffing needs and costs
• Developing processing center employees and processes utilizing lean principles
• Developing long-lasting relationships with customers
• Collaborating with a variety of IIM personnel to ensure project and processing center success, as well as customer satisfaction
• Responsible for all processing center results
• Fully analyzing project SOP's, workflow diagrams and station instructions to ensure project success
• Escalating appropriate issues to the IIM National Director, BPO Services
• Developing appropriate personnel for successful support roles, including Production Manager, Logistics Operator,
Imaging Technical Support, etc.
• Monitor building issues and status, escalating when necessary
• Responsible for all hiring and other personnel actions
• Performs other duties as assigned
Qualifications
Education Requirements
• Four- year college degree or satisfactory completion of a business curriculum from an accredited school and/ or equivalent work experience
Experience Requirements
• Three to five years of experience in production improvement driven environment
• Three to five years of experience in BPO Services or a related industry
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• Three to five years of experience in staff management or supervision
• Experience providing solutions relating to business process improvement
• Experience servicing internal and external customers
• Experience working with external vendors/ partners
• Experience in efficiency production improvement
• Excellent interpersonal and communications skills
• Strong listening skills; ability to understand customers' needs and equate them to KMBS ECM BPO Services
• Ability to lead and execute within a team structure
• Ability to collaborate with internal partners and external vendors
• Strong knowledge of IIM products/services; Kofax Ascent Capture, Hyland OnBase and SharePoint preferred
• Preferred knowledge of Business Process Outsource, back-file and day forward scanning
• Strong knowledge of Microsoft Word and Excel
• Ability to lead and manage a team to a successful operations and team environment
• Strong project management skills
• Experience in lean practices
About Us
Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta's 20th anniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact," and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta's bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN's MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence's BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter.
Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.
Au sujet de Konica Minolta
Solutions d'affaires Konica Minolta (Konica Minolta) a entamé son parcours il y a plus de 150 ans, avec la volonté de voir et de faire les choses autrement. Elle fait équipe avec ses clients pour donner forme à leurs idées en appuyant leur transformation numérique grâce à un riche portefeuille de solutions pour un milieu de travail connecté et futé. Parmi ses technologies d'affaires, on retrouve des services de TI, la gestion intelligente de l'information, des solutions de sécurité vidéo et des services d'impression gérés ainsi que des technologies de bureau et des solutions d'impression industrielle et commerciale. L'année 2025 marque le 20e anniversaire de l'entrée de Konica Minolta dans le marché de l'impression de production; l'entreprise souligne « 20 années d'excellence, d'innovation et de résultats » tout en continuant d'être une figure de proue dans l'impression numérique commerciale. C'est aussi l'année où la marque bizhub de Konica Minolta célèbre ses 20 ans, au cours desquels la gamme a révolutionné la technologie de bureau, redéfini les processus des entreprises, et évolué continuellement pour répondre aux besoins des milieux de travail modernes, mue par les avancées technologiques et la volonté d'innover. Konica Minolta est fière de faire partie du palmarès 2025 des meilleurs grands employeurs d'Amérique de Forbes, d'avoir figuré à plusieurs reprises au palmarès CRN des 500 fournisseurs de services gérés, d'avoir été nommée la marque numéro un en matière de fidélité des clients sur le marché des appareils de bureau multifonctions par Brand Keys pendant 18 années consécutives, et de s'être vue décerner les prix BLI « A3 Line of the Year » 2021 et 2025 et « Most Colour Consistent A3 Brand » 2021-2023 de Keypoint Intelligence pour sa gamme bizhub One i-Series. Pour en savoir plus, rendez-vous sur le site de Konica Minolta et suivez l'entreprise sur Facebook, YouTube, LinkedIn et Twitter.
Konica Minolta fonctionne selon un modèle de services partagés nord-américain qui permet d'harmoniser les priorités transfrontalières et d'améliorer la prestation de services aux organisations opérationnelles. Le modèle combine des fonctions de service américaine et canadienne afin d'offrir davantage de ressources aux services de soutien comme l'administration des ventes, la logistique et la chaîne d'approvisionnement, le marketing, la planification des produits, la finance, les TI, les RH et les services juridiques.
EOE Statement
Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.
Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.
Solutions d'affaires Konica Minolta (Canada) Ltée. est un employeur d'opportunité égale.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- HSA
- Fitness Subsidies
- Pet Insurance
- Mental Health Benefits
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Family Support Resources
- Adoption Leave
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Commuter Benefits Program
- Casual Dress
- Snacks
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
- Volunteer Time Off
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Financial Counseling
Professional Development
- Tuition Reimbursement
- Promote From Within
- Shadowing Opportunities
- Access to Online Courses
- Lunch and Learns
- Internship Program
- Leadership Training Program
- Associate or Rotational Training Program
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Unconscious Bias Training