Job Information
Iron Mountain Manager, Digital Operations in Taguig City, Philippines
At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
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.
Position Summary
The Operations Manager for Digital Solutions is responsible for the delivery of services in one or more of Iron Mountain’s Digital Solutions operations. The role is office based and will have direct responsibility for operational teams and will ensure operational best practices are in place and followed to ensure timely, accurate, and efficient delivery of services to Iron Mountain’s customers. The Operations Manager will also be responsible for managing to key performance indicators, delivering on financial goals, and executing initiatives designed to deliver continuous improvement, scalability and position the operation for future growth.
The Manager will be the operational coordination point for commercial teams seeking support for new opportunities, financial teams seeking accurate financial statements & forecasts, the implementation team seeking partnership & operational readiness for new projects, and for IT in any problem resolution or capacity planning activities to improve the technical environment. The Manager must demonstrate good decision-making skills based upon the near and long-term best interest of the organization and customers that are based on solid business experience and company values. The Manager must also lead by example and be able to create plans that inspire confidence in managed teams, peers in other areas of the organization, and with customers.
Responsibilities
Service Delivery
The Manager will be responsible for the performance of the Digital Solutions Operations under remit. This performance includes meeting customer service level agreements that are typically based on quality and timeliness of delivery. The Manager must be capable of handling adverse situations through root cause analysis, remediation planning, execution of remediation plans and related internal & external communication with the appropriate level of urgency. Capacity planning and productivity expectation setting for production resources based upon customer commitments and financial expectations are key to success in this area.
Financial Execution
The Manager will be responsible for providing accurate financial forecasts for revenue and controllable expenses both in the short and near term. The Manager will lead the operations team to deliver on financial forecasts and identify corrective actions when forecasts are not delivered and financial performance needs improvement.
Operational Programs Execution
The Manager will lead operational teams in executing organization best practices through the use of standard and supported toolsets. The role will also be responsible for executing initiatives designed to improve financial performance, promote scalability or other changes designed to improve the business. The Manager will ensure the operation, the processes followed and the staff maintains compliance with the organization’s expectations related to privacy, security, safety, and upholding the company’s values.
Cross Functional Coordination
When required, the Manager will ensure that effective communication is in place with other functional teams across Iron Mountain. For example, the Manager will be capable of providing actionable information related to requests for assistance from IT resources. The Manager must also be an effective communicator with Commercial peers on Operational status, plans, and any challenges that affect other areas or from which assistance is sought. The Manager will be called upon as the operational expert as an escalation point for Customer concerns and in the pursuit of new opportunities along with Commercial resources.
Leadership & Talent Development
Depending on the size of the operation, the Manager will have 3-10 direct reports consisting mostly of Supervisors and Coordinators. The Manager must place focus on teaching operational staff how to plan, how to communicate, how to lead and solid problem resolution techniques applicable to each role. The Manager should have succession plans in place and be capable of recognizing and developing the potential of staff members.
Skills and Experience
5+ years’ of Management experience with non-voice Business Process Outsourcing (mailroom, scanning, data capture services) or Shared Service center preferred
Demonstrated ability to train, coach and lead a team to achieve operational, financial and other business goals.
Excellent written and verbal communication skills; ability to communicate effectively one on one and in team meetings with frontline production employees, as well as with senior leadership and customers
Working knowledge of technology components required to support BPO operations.
Ability to lead large and diverse operational teams and comfortable leading & interacting with technical teams.
Ability to analyze financial statements, forecast and measure to budget.
Broad background in document management; Experience with Kofax Capture, Kofax KTM strongly preferred.
Bachelor’s degree preferred.
Must have demonstrated ability for independent decision making, supporting large customer groups, managing highly visible projects and competing demands for resources.
Formal LEAN training and certification preferred.
Ability to work well in a globally matrixed organization that is fast paced
Virtual and remote teaming ability
Comfortable leading presentations internally and externally and able to summarize complex issues for communication across different audiences.
Good customer and executive communication skills, written & verbal
Ability to travel 10% of the time if responsible for a single location; 50% of the time if multiple operations are under management, international travel <5% of the time
Multilingual with business level and local language(s) and English required
Additional Information
- This role is responsible for a multi-shift operation, and primarily a third shift (6 PM to 3 AM). Hours may vary based on need.
Category: Operations Group
Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.
Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
Requisition: J0077722