Responsible for the management of client relationships and contract delivery of outsourcing/facilities management to end user customers.
Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.
We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.
Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at Conduent.com
Our employees enjoy:
- Compensation package inclusive of base plus incentive and shift differential for some shifts
- Convenient onsite clinic, 7-days per week providing affordable healthcare access
- Free shuttle service
- Health Insurance Benefits
- Company paid Life Insurance coverage
- Educational Assistance Program
- Free internet access
- Flexible shifts
- Career and Employee Development - Grow your career and earn possible promotions to Leadership
positions and Operational roles in Information Technology, Human Resources, Accounts - Exciting opportunity to work across diverse industries - Healthcare, Retail, Travel, Banking and Technology
- Twice - monthly Business Day (on-site financial company visits, providing service and convenience to employees)
- Active Sports Programs with vibrant interdepartmental and business house competitions in basketball
Manager (Service Delivery)
Purpose:
Responsible for the management of client relationships and contract delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, customer satisfaction management, contract commitments delivered within cost targets, overall profit and revenue growth.
Primary Responsibilities:
- Acts as the principal client contact, managing relationships to ensure customer satisfaction
- Directs and manages the daily operations of one or more SBU’s
- Has profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit
- Develops budget estimates and manages project/contract to meet revenue and cost projections
- Determines resource allocation levels to meet project/contract commitments
- Reviews and resolves issues affecting company compliance, legal requirements and client objectives
- Establishes operational objectives and work plans and delegates assignments to subordinate managers
- Develops systems and services that support Conduent Services and business unit needs; provides leadership and focus in area of expertise
- Responsible for achieving measurable results on time and within budget
- Develops and implements new projects, policies and procedures for the department(s) to meet specific goals.
- Formulates and implements procedures on operational processes; ensures operations' effective achievement of objectives.
- Prepares related reports and audits current procedures to monitor efficiency of operations
- Ensures that business practices are performed in accordance with Conduent Services policy, procedure and applicable federal, state, and local laws and regulations
- Oversees and manages aspects of the client engagement, i.e. the sales/marketing efforts for new business development
- Partners with client’s team during budget development and problem resolution
- Maintains and enhances existing client relationships and ensures customer satisfaction
- Analyzes client’s needs and makes recommendations of additional product/services offered by Conduent Services
- Partners with senior staff in developing and marketing new client programs/services as required
- Analyzes workflow and assignments to ensure efficient and cost effective operations; develops/implements process and service improvements as needed
- Provides regular updates to senior management regarding client issues, budgets, etc.
Candidate Education:
- Bachelor's degree in a business related field OR equivalent combination of education and experience
Candidate Background:
- A minimum of 3 years’ Management or Supervisory experience within a BPO environment would be an asset