Introducing A New Title With The Same Laser Focus On Pleasing You: Business Operations Manager

"I recall the Experience Service Extraordinaire banner which states “You say jump, We say how high?” These are the words that need to go through everyone 'sbrain when dealing with our clients."

Good Morning Folks,

Welcome to 2015 where we at FSO are focused on a very clear business model of People + Solutions, + Technology with greater energy, investment, smarts and focus than ever before. 

We have had an outstanding start the year…. Recognition… Management Meetings.. goals and objectives for 2015, new focus on site staff, field ops focused like never before on owning the client, new messaging (including spelling out FSO= Future State Outsourcing), and loving the employees and much much more. 

Look out to 2015!!!  Where you can count on us to show you new possibilities, new revenue and all the happiness and peace of mind you’ve come to expect from FSO.

But today I wanted to focus on our decision to retitle our field management, those folks responsible for the ultimate success of your site to Business Operations Managers and their bosses to Business Operation s Directors.

Boston's Jonathan Ramos, a Business Operations Manager at IMG explains:  

My name is Jonathan Ramos and I manage one of our national client sites - IMG. With over 8 years of outsourcing operations experience, I was recently recognized in our annual awards as an Experience Manager of 2014  and I wanted to share with you all what I see the true new role of a Business Operations Manager is.

What is a Business Operations Manager?

A Business Operations Manager is an FSO employee whose responsibility is to manage an operation for a client as if it was their own. A BOM owns their operation and is always looking for ways to run their businesses the most cost effective and efficient way possible while offering value add services. AS BOMs we must increase recurring income and increase value of our services and staff onsite.

A situation at IMG showed the true need of a strong Business Operations manager. IMG recently went through management changes and needed to ensure their sites exemplified synergies amongst their service lines and wellness program. Within 1 week, we were able to establish a vendor relationship with one of the preferred FSO  vendors. I reached out to the ED’s and obtained information in regards to vendor relationships FSO currently has. Angel Negron sent the info with-in minutes. We were able to increase recurring income while providing savings to our client. These savings secured the income and value while ensuring the client that we have their best interest at heart. A strong BOM needs to take ownership and be able to go above and beyond but also use the resources available to them..

A BOM’s responsibility is take on as much as possible. This will assist in growing and transitioning into a future role. As an FSO BOM I began identifying talent on my time off and handing out my business cards. All employees at IMG are also trained to contact me with issues before escalating to corporate in regards to benefits and payroll in case I am able to assist immediately. I recall the Experience Service Extraordinaire banner which states “You say jump, We say how high?” These are the words that need to go through everyone brain when dealing with our clients. BOMs empower their teams while maintaining a positive mind set. We understand client satisfaction and use our resources to ensure it excels their expectations. We create a game plan and attack immediately before our competition can even process the ideas we are putting out. All BOMs lead by example and are always aware of their energy and enthusiasm. Our energy is what fuels our staff in order to impress our clients. And we do all this with a big smile.

Think about our great company. It all starts with new logo activity. Our presentation team of the sales force and many others is simply unmatched. 

Our People Solutions team that supports our field organization is bigger and better than ever before and ready to get out there an help all the teams. 

And our ops team. Well they are on fire. Delivering service like never before. And THANK YOU HQ.  We appreciate the hard work. Long hours and the solidifying of our policies, process, technology and more at HQ to ensure we are the best machine possible for our clients.

As Business Operations Managers, please OWN your sites and own them for our clients and for FSO. We need to perform this daily and as we say in our daily huddles “It’s not only today, but every day.” 

Following the role of a BOM will ensure success and a clear vision to 2020. 

Lots of great things ahead. We are blessed with amazing people. We have work to do but what company does not especially since we are still in start up mode if you will. 

Love life. Love your staff. Love your clients and love the prospect. Have everyone feel it. 

Enjoy. Stay warm and stay in touch. 

Have a GREAT DAY as I look forward to seeing all of you soon.

Mitchell D. Weiner
Chief Happiness Officer

   

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POSSIBILITY:

"Give your customers the ability to do what they would want to do if only they knew it was possible.” 

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Shift Happens. Starting Now.

"We live and work in difficult times. Today, change is everywhere, competition is fierce, and windows of opportunity slam shut before they’re even fully open. You've got to lead or be trampled. And, after months of strategy sessions and careful planning, lead is exactly what FSO intends to."

Good Morning Folks,

I hope you are as rested and relaxed as I am after a long holiday break and ready to plunge head-first into 2015 with all the passion, enthusiasm and quest for success that we aspire to.

One of my favorite  bloggers, Seth Godin, served his short but pithy messages to over 3 million folks last year and got enough accolades to have his most popular messages reprinted by the New York Times. That alone shows you a shift in media, a shift in thinking and a trend which ushers in this New Year in general— Shift, change or get out of the way.

We live and work in difficult times. Today, change is everywhere, competition is fierce, and windows of opportunity slam shut before they’re even fully open. You've got to lead or be trampled. And, after months of strategy sessions and careful planning, lead is exactly what FSO intends to.

One of Seth's final posts of 2014 was titled "Used to be." He reasoned:

• This hotel used to be a bank. 
• That conference organizer used to be a travel agent. 
• This company used to make playing cards.

"Used to be," is not necessarily a mark of failure or even obsolescence. It's more often a sign of bravery and progress.

At FSO we are we are fired up and ready to step up our operations and deliver better services that have substance, an impact on the bottom line, operational and strategic smarts.  2015 at FSO are focused on a very clear business model of People + Solutions, + Technology with greater energy, investment, smarts and focus than ever before.

Technology and business are evolving faster than your ability to adapt. "Used to be," counts for less and less. Therefore, 2015 will be all about Possibility: The ability of Outsourcing to support any and every strategic business need.  Our caring and supportive employees are here to provide unlimited value add services to help you gain additional revenue.

We express this in three simple buckets People + Solutions + Technology. 

+ People

People have always been our strength and focus and remain the foundation upon which to build every service offering. Our strategy is straightforward - we team the latest technologies with a highly trained, motivated, team oriented, passionate people who care about delivering the FSO Experience and doing a great job for our clients. We will stand out from the crowd with the most comprehensive training, awards and recognition programs in the industry and will be the happiest place to work. FSO’s employees will always have that “twinkle in the eye, skip in the step, fire in the belly,” which ultimately results in exceptional service delivery. 

+ Solutions

Outsourcing is increasingly considered to be a strategic decision. By pairing People + Solutions + Technology, FSO is adding real innovation to outsourcing to deliver value added services and gain additional revenue. Outsourcing is no longer just about saving costs. FSO provides operational expertise, service lines, resources and capabilities many companies do not possess and we are committed to challenging our clients to open their minds to the world of possibilities in the strategic and tactical running of their business.

+Technology

New technologies can have revolutionary impacts with widespread and unexpected benefits. But how technology adds value to the people solutions and advice we provide is what sets FSO apart. With the introduction of BlueSky Solutions, powered by Salesforce.com, we have many unique offerings in the market and competitive advantages which delivers a unique level of strategic support and advice for our clients. While we are partners, we are always thinking about how technology can drive out costs and cycles, and make visibility, transparency and accountability a real time event.

FSO has dedicated significant resources in order to further support the growth and expansion nationwide. But we could not make the shift without a strong leadership team who collectively has hundreds of years of onsite outsourcing experience, having created hundreds of thousands of new jobs and solid solutions that have provided decades of success to tens of thousands of organizations.

FSO is all about engagement with our clients and becoming part of your business family. Our leadership team’s experience and ideas have come from the streets and not from behind a desk or from sitting in board meetings with endless graphs full of “why nots.” Our leadership team is out in the field with you - our clients – listening, impacting and improving the services we deliver every day. In addition to our proven leaders, Our Future Leaders are truly one of our greatest assets. Our mission with Future Leaders is develop business leaders across the FSO enterprise.

My commitment is to be out in the field amongst our employees and clients every single day to ensure that his personal touch and commitment to them is being felt and experienced by all. 

Every account we've won and in growing the business so rapidly in just 60 months was a client of someone else who let them down. In this economy, bigger conglomerates look to cut costs, but make a big mistake when they skimp on training. By neglecting to properly and consistently train their folks, our competitors have opened the door for others to eat their lunch.

Training is OUR competitive difference, and folks from all walks of the company are taking advantage of it. We couldn’t be more excited with the well-deserved promotion of Missy Adriazola to lead the charge. 

As technology continues to move faster and faster, rapidly innovating companies will find that trustability and management accountability will become indispensable. Moreover, when it’s not your core competency  it’s vital to have someone else managing it who knows how to hire and train in that type of role.

FSO's surge in growth and expansion throughout the United States has been largely driven by market and client demands. Our clients are asking us to grow with them. As they expand, they want FSO by their side. Leading that charge is Jim Caton.

Hospitality is Jim’s DNA. He has perfected the art of working closely with our national clients and our onsite teams in the field and remains highly engaged with every aspect of our client’s operations. Jim is tasked with expansion, while overseeing and ensuring service extraordinaire for existing business.

Operational best practices continue to be our greatest asset. Accordingly, Bomsi Billimoria joined FSO as Chief Operations Officer (COO) and our Executive Leadership Team (ELT) to apply his first-hand client-side insights working among 160,000 employees and $2 trillion in total assets! Bomsi reports directly to Mitch and is responsible for all of the tri-state operations and staff. 

In a day and age when technology carries equal weight in relevance to people + solutions, Our Chief Information Officer, Thomas Pategas, provides a unique level of strategic support and advice for our clients.  Not only does our CIO provide unbiased hardware and software recommendations, but he also has the strategic experience to ensure our solutions are in line with our clients overall IT device management, strategic goals, and budget. HE is always thinking about how technology can drive out costs and cycles, while making possible for you what was not possible before. 

While we are partners, we are always thinking about how technology can drive out costs and cycles, and make visibility, transparency and accountability a real time event.

We appreciate and value your trust last year - we are blessed to have such loyal customers.

Look out to 2015!!!  Where you can count on us to show you new possibilities, new revenue and all the happiness and peace of mind you’ve come to expect from FSO.

Have a GREAT DAY as I look forward to seeing all of you soon.

Mitchell D. Weiner
Chief Happiness Officer

   

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POSSIBILITY:

"Give your customers the ability to do what they would want to do if only they knew it was possible.” 

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