Operations Manager – Document & Business Solutions

In this role you will join Document & Business Solutions (DBS) team which is the firms primary officebased services provider operating globally in more than 50 cities. As part of the Document & Business Solutions (DBS) team you will work in a fastpaced clientfocused environment where operational excellence innovation and strong partnerships are essential. This is an opportunity to lead teams influence service delivery across regions and make a visible impact on how services are delivered.

As an Operations Manager within Document & Business Solutions team you will be the primary point of contact for DBS operations at the Milan campus with regional responsibility for Italy and Turkey. You will oversee Employee Document Services Logistics and Warehousing Transportation Supplies & Merchandise operations i.e.: mail and courier print and scanning operations ensuring service quality efficiency and delivery against agreed targets and standards.

You will be responsible for daytoday site operations and people management providing professional and responsive customer service while leading teams managing vendors and collaborating with local regional and global DBS stakeholders to support wider EMEA and global operations.

Job responsibilities

• Provide daytoday operational leadership for DBS services including Employee Document Services Logistics and Warehousing Transportation and Supplies & Merchandise.
• Manage and develop onsite teams ensuring appropriate staffing levels training coaching and performance management.
• Act as the primary escalation point for operational issues risks and service delivery challenges.
• Ensure adherence to service level agreements (SLAs) quality standards and established operational procedures.
• Manage vendor relationships monitoring performance against defined KPIs and contractual requirements.
• Partner with internal clients to understand service needs review performance and continuously improve delivery.
• Maintain strong governance and control frameworks including risk identification incident management and escalation.
• Monitor analyze and report key operational metrics to support informed decisionmaking.
• Lead and support regional initiatives projects and service enhancements across the EMEA DBS operating model.
• Promote an inclusive professional and clientfocused working environment aligned with firm values.

• Analyze prioritize recommend and implement alternative solutions and enhancements to improve effectiveness and efficiency of products services and processes sharing with peers where appropriate.

  
  

Required qualifications capabilities and skills

• Bachelors degree or equivalent experience.
• Minimum 4 years experience in a leadership role with direct people management responsibility.
• Strong written and spoken English and Italian.
• Proven experience managing operational service teams in a production or services environment.
• Strong knowledge of print technologies scanning operations and mail & courier services.
• Experience managing vendors and outsourced service providers.
• Excellent communication stakeholder management and client engagement skills.
• Demonstrated ability to manage change drive process improvement and develop teams.
• Strong organizational analytical and timemanagement skills.
• Proficiency in Microsoft Office tools and data analysis.

Preferred qualifications

• Experience working within a regional or multicountry operating model.
• Previous experience with handling client requests/issues and managing products and service expectations.
• Prior exposure to governance risk and control frameworks.
• Knowledge or experience related to Artificial Intelligence (AI) solutions in operations or service delivery.