Conduent Service Delivery Operations Director in United States

Service Delivery Operations Director

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 at https://conduent.taleo.net/enterprise/2015PRD.2.4.50.3.0/akira/pub/fckeditor/editor/www.conduent.com .

Responsible for managing and controlling the reporting and analysis activities for global CX operations. Advises business groups by providing strategic direction to initiative prioritization, integration and resource application. Leads process improvement initiatives through use of measurements, accountability, analysis and consideration of process alternatives in order to arrive at best practices.

Other Responsibilities:

  • Innovative & Strategic thinking – Has provided new ways of tackling old problems while looking at the holistic picture 3 steps down the road.

  • Oversees and manages the account’s business intelligence operations and related strategic directives.

  • Recommending and implementing changes to methods for the business unit to increase profitability.

  • Provides budget analysis, labor planning, problem resolution and coordination of activities between client and company personnel.

  • WFM experience – proven track record on managing absenteeism and is able to intuitively discuss which triggers are pulled in which situations and specifically how to measure the deployment of each set of actions.

  • Leadership development – Able to develop skills & knowledge, inspire, teach and hold accountable each member of the team for performance outcomes.

Focus Areas: reporting / dashboard automation, financial forecasting tool & analysis, governance PMO

Requirements:

  • Bachelor’s degree (or equivalent experience)

  • Proven ability to work with cross functional teams to drive change in fast paced environments

  • A minimum of 5 years in a related role with experience in:

  • Business intelligence leadership experience

  • Process improvement management

  • Directing data informed initiatives to advise on industry best practices and strategic directives

  • Experience optimizing legacy analytical architecture

  • Ability to think outside the box to establish creative solutions with legacy systems

  • Exceptional time management

  • Additional Experience and skillsets preferred:

  • PMI standards with specific emphasis on PMO and project related governance

  • Big Data architecture and related analytics

  • Best practices for BPO related applications and data analytics

  • Virtual work at home experience preferred

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

Organization Consumer and Industrials

Unposting Date Jul 15, 2018, 10:59:00 PM

Req ID: 18011499