Business Operations Lead IPS UK

At Ingram, our publisher-facing business offers more than just traditional wholesale services. It offers fully integrated and relevant solutions for client publishers. Comprised of book printing, digital book, distribution, publishing sales, and marketing services, this part of Ingram's business helps publishers discover more ways to sell content in markets across the globe.

The world is reading, and it is our goal to connect as many people to the content they want in the simplest ways. If you share that passion, enjoy working in a fast-paced environment, and want to contribute to a strategic part of the business that is evolving and expanding, we can't wait to meet you 

Serves as a liaison among IPS UK stakeholders to understand and track solutions for the business needs; ensuring requirements of internal and external clients are met. Serves as Business Operations Lead for the support and training of UK based associates in the EOM, CMS and DMS systems. Leads on selected Business Operations projects, working with the Manager, Business Operations to completion. Identifies gaps/areas for improvement and works with Manager, Business Operation to recommend solutions. Works closely with other departments to enhance, test, maintain, and monitor IPS UK reporting-related products; this will include, but is not limited to, carrying out cyclical processes effectively, troubleshooting issues that arise, and assisting in the training of business unit associates. Receives and handles various order and inventory level transactions on behalf of IPS UK clients.

Essential Duties:

• Leads on integrations where publishers add additional services to their contract.
• Supports the BusOps, Customer Care and Client Services teams on EOM, CMS and DMS systems by leading on training sessions and organizing documentation of processes.
• Provides troubleshooting and investigatory support for the Credit Control team in consignment ledger transactions.
• Aids clients with the use of the Publisher Portal and provide training support where needed.
• Supports with the integration of new clients to the business and the offboarding of terminating publishers.
• Attends client integration meetings ensuring action points are carried out in accordance to the onboarding checklist.
• Works with business stakeholders to IPS UK sales analyse data.
• Generates ad hoc reports to support IPS UK client services, sales, and customer care teams as well as IPS UK client needs.
• Works with Manager, Business Operations to develop and collect measurements of service levels and provides analysis and recommendations for process improvement/change.
• Identifies opportunities for procedural efficiency; streamlines and improves processes where possible.
• Communicates clearly and consistently with publishers and internal departments about any system or reporting issues and implements solutions where possible.
• Works with Business Operations to construct and maintain process documentation and workflows for Customer Care, Client Services, and other teams.
• Participate in process reviews to ensure that workflows continually meet the needs of Ingram Publisher Services, taking the lead on smaller, client facing projects.
• Works towards actions and solutions to improve business efficiency under supervision of Manager, Business Operations.
• Receives, inspects, and uploads sales reports for print and eBooks to Ingram systems, including Amazon Advantage.
• Receives, checks, and uploads various inventory related transactions, including pulp requests, direct fulfilment transfers, stock reserves and publisher office stock.
• Receives, evaluates and uploads client Purchase Orders, Standing Orders and Work Orders.
• Processes discount matrix changes for retail customers and promotional discounts.
• Provides general ad hoc support for Manager, Business Operations including project-specific support. Also provides general ad hoc support for Client Services team and Customer Services team, including managing rep area changes and discounts.
• Maintenance of IPS UK records such as client contact information, contractual information, documentation on policies such as client returns procedure.
• Handles client facing event orders and maintains and disseminates client guidance on procedures relating to events.
• Working with Warehouse Operational Staff and Goods In to record incoming inventory and handle queries, liaising with clients where required.
• Assist the Manager, Business Operations with the integration and offboarding of Client Publishers

Other Duties

• Escalates system and business partner issues as needed.
• Serves as a liaison between IPS UK Client Services and Customer Care teams.
• Other duties as assigned

Knowledge, Skills, and Abilities

• High attention to detail
• Extensive organisational skills
• Problem-solving skills
• Prioritisation and time management skills
• Process and project monitoring skills.
• Knowledge of organisation, operating procedures, and policies of the company
• Ability to provide training support to IPSUK associates.
• Ability to work to a deadline.
• Ability to use MS Excel, Word, and PowerPoint
• Ability to be flexible/multi-task based on workflow demands.
• Ability to speak, write and read the English language.
• Ability to develop constructive and cooperative working relationships with others and maintain them over time.
• Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations.
• Ability to maintain consistent, punctual, and regular attendance.
• Ability to receive and give information in a courteous manner over the telephone, via electronic communication or in person.
• Ability to engage in active listening with coworkers, management, and clients/customers.
• Ability to apply new knowledge, technology, and procedure to job responsibilities.
• Ability to meet and maintain performance objectives (standards)
• Ability to maintain full time work schedule during normal company operating hours.

Basic/Minimum Qualifications

Education and Experience

• 2 years' experience in reporting or data analysis
• 2 years' experience in a client or customer facing role
• 1 year MS Excel experience

Essential Physical Demands

• Ability to sit at workstation for extended periods of time.
• Ability to work effectively using a personal computer for long periods of time.
• Ability to operate computer equipment, including keyboard and monitor, phone equipment and other necessary office equipment.

Perks/Benefits:

• Competitive salary
• Training Opportunities
• Free onsite parking
• Service Awards