Conduent Director,Service Delivery Operations in Cherry Hill, New Jersey

Director,Service Delivery Operations

Description

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 www.conduent.com .

Job Responsibilities:

  • Coach and mentor aligned operational managers and provide general daily oversight related to the delivery of ongoing outsourced Health & Welfare benefit administration activities

  • Coordinate training & development plans for all operational staff, integrating with other delivery towers as appropriate

  • Serve as ongoing client contact and escalation point for day-to-day operations

  • Ensure continuous and demonstrable improvement of team productivity resulting in increased cost effectiveness and value

  • Identify improvements resulting in more efficient, higher-quality processes

  • Direct global team review of operational team directives; such as the currency of operational process flows, quality assurance control plans, administrative summaries, and standard operating procedures

  • Lead, support, and foster integration of a global delivery team

  • Balance work demand inventory against available time/resources

  • Evaluate compliance risk and adjust ongoing delivery tasks as needed

  • Swiftly and effectively resolve client escalations

  • Attend and facilitate client and internal meetings

  • Establish operational team goals, measurements, and progress.

  • Ensure adherence to client defined contractual service level agreements.

Additional Job Responsibilities:

  • Oversees and manages the operations of a business unit(s) with overall responsibility for the account (i.e. service delivery).

  • Manages the client relationship ensuring customer satisfaction.

  • Typically utilizes management skills more than technical skills; however has ability to rely on technical skills including Health & Welfare background.

  • Able to manage day-to-day relationship with multiple Director-level client contacts.

Essential Skills/Knowledge/Certification:

  • 10 years’ management experience in Health & Welfare administration, required

  • Strong organizational, problem-solving, and analytical skills; ability to manage multiple, complex priorities and workflows

  • MS Office-working knowledge of Excel, Word, and PowerPoint

  • Ability to navigate and learn multiple systems

  • Proven success managing a global team

Education:

BA/BS degree and relevant industry experience required.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf .

Job Service Delivery Operations

Primary Location United States-New Jersey-Cherry Hill

Other Locations United States-New Jersey-Secaucus, United States-Virginia-Chesapeake

Organization Consumer and Industrials

Unposting Date Ongoing

Req ID: 18002909