Conduent Quality Manager, Learning & Development in Independence, Ohio
Quality Manager, Learning & Development
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 at https://conduent.taleo.net/enterprise/enterprise/www.conduent.com .
POSITION DESCRIPTION: Quality Manager, Learning and Development
The Quality Manager, Learning and Development will be responsible for driving a positive customer experience with Conduent. This position will manage learning programs/experiences for customers. This job will require managing service offerings for customers on time and on budget. The Quality Manager, Learning and Development will coach, manage, and train the day-to-day activities of Learning Administrators and maintain the direct account team and customer interface. In addition, the individual will be required to identify opportunities and develop additional training, process improvements and enhanced customer relationships.
Suggested Career Path: Delivery Services Manager, Project Manager, Program Manager, Account Team Manager
Key Responsibilities :
Manages, coaches, and trains the activities of up to 20 Learning Administrators daily.
Manages end-to-end Delivery Support for a service line/customer.
Participates with project team in learning program/experience development and deployment activities.
Maintains day-to-day relationship management with vendor.
Interacts with account team/customer daily in managing relationships and expectations.
Manages and adapts Conduent delivery process to support a service line/customer program experience while maintaining overall consistency.
May be required to work flexible schedule as needed.
Delivery On Time.
Issue Resolution – Rapid Cycle Time.
Additional Opportunity Recognition – Sales Add-on
Consistency and Efficiency of Delivery
Knowledge, Skills, and Abilities:
Bachelor’s Degree or 4 years of work experience in lieu of a degree required.
8 or more years of experience in a management capacity within a customer service oriented industry.
Must have experience managing and developing diverse work groups including planning, staffing, training, disciplining, and directing.
Must have experience managing large teams.
Demonstrated ability to develop team members through coaching and mentoring.
Thorough understanding of customer service concepts and implementation techniques.
Thorough understanding and usage of all communication techniques.
Must have proven record of providing superior customer service to individuals and organizations.
Must demonstrate ability to add value to customer interactions.
Must be able to develop effective relationships with customers and members of other internal departments.
Excellent planning and organization skills.
Demonstrated leadership abilities.
Ability to make sound decisions.
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 Organization Learning & Development
Primary Location United States-Indiana-Hartford City
Other Locations United States-Ohio-Independence
Organization Consumer and Industrials
Unposting Date Ongoing
Req ID: 18011528