Conduent Client Relations/Business Operations Manager in Gardena, California
Client Relations/Business Operations Manager
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 .
The Client Relations/Business Operations Manager will be on-site and responsible for the program operations of a government client, including profit and loss responsibility, contract deliverables/program goals, customer care support and employee management. The Client Relations/ Program Manager will partner directly with our client(s) to provide product/service solutions, problem resolution and develop new business. Ability to apply innovative solutions to program or industry initiatives. Involved in developing, modifying and executing company policies that affect immediate operations as well as company-wide. They have overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit. Provides problem resolution and coordination of activities between client and company personnel.
Essential Duties :
Is the principal client contact
Directs and manages the daily operations of one or more business units in support of the program
Responsible for meeting all of the service level agreements stated in contract
Directs and controls the activities of a broad functional area through several department managers within the program
Develops budget estimates and manages program/contract to meet revenue and cost projections
Determines resource allocation levels to meet program/contract commitments
Analyzes workflow and assignments to ensure efficient and cost effective operations
Develops/implements process and service improvements as needed
Reviews and resolves issues affecting Company compliance, legal requirements and client objectives
Partners with senior staff in developing and marketing new client programs/services as required
Formulating, organizing, coordinating and monitoring inter-connected projects, and related cross-project activities; technical and service delivery:
o Back Office System
§ Managing the successful implementation of back office system. software, applications development, and on-going system maintenance and daily operations.
§ Working with development teams and other technical team members to formulate client road-map for system functionality.
o Call Center and Customer Service Center
§ Managing multiple call center and customer service center.
§ Develop and take pro-active measures to ensure that service level agreements and key performance indicators are met per contract requirements.
§ Demonstrated ability on implementing efficient and cost-effective measures in staffing and operating call centers and customer service centers.
§ Demonstrated ability in maintaining a high employee morale, and low attrition rate
Bachelor’s Degree (or equivalent experience)
Minimum of five years management experience of a high volume, multi- faceted operations
Program Management with P&L experience is a must
Tolling/Transportation experience is a must
All other duties as assigned
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 Customer Business Operations
Primary Location United States-California-Gardena
Unposting Date Ongoing
Req ID: 18014391