Manager, Customer Experience at Conduent

Pasay, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

29 May, 26

Salary

0.0

Posted On

28 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Performance Appraisals, Training Management, Hiring, Termination, Program Management, Team Performance Management, Resource Allocation, Policy Adherence, Technical Guidance, Strategy Translation, Service Level Agreements (SLAs), Revenue Optimization, Key Performance Indicators (KPIs), Coaching, Process Improvement, Delivery Strategies

Industry

Business Consulting and Services

Description

Job Track Description: * Assists others in achieving goals. * Manages performance appraisals and pay reviews. * Manages training for 3 or more employees. * Manages hiring and termination actions. * Requires broad technical expertise and company/industry knowledge. * Is accountable for program management functions. General Profile * Accountable for team performance and results. * Manages professional employees and/or supervisors. * Adapts plans and priorities based on resource and operational challenges. * Takes action based on policies, procedures. * Receives guidance from managers. * Provides technical guidance to employees, colleagues, and customers. Functional Knowledge * Understands and applies concepts in the field of expertise. * Has growing knowledge of other disciplines. Business Expertise * Translates strategy and priorities into work product. Impact * Positively impacts the level of service. * Impacts the team’s ability to meet quality, volume, and timeline targets. * Guides based on policies, resource requirements, budgets, and business plans. Leadership * Builds team engagement to meet service and operational challenges. * Provides recommendations for OT, operational expenses, and rollup data. Problem Solving * Resolves technical, operational, and organizational problems. * May take part in solving problems across a matrix. Interpersonal Skills * Guides and influences internal and external customers, or agencies. Responsibility Statements * Manages team members to deliver SLAs. * Manages revenue optimization and reduction of penalties. * Delivers quality, productivity, and compliance KPI reports. * Coaches team members for continuous development. * Identifies process improvement opportunities and deploys action plans. * Manages delivery strategies and service line penetration. * Performs other duties as assigned. * Complies with all policies, procedures and standards. Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. 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. For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form [https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf]. Complete the form and then email it as an attachment to FTADAAA@conduent.com [FTADAAA@conduent.com]. You may also click here to access Conduent's ADAAA Accommodation Policy [http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf].

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Responsibilities

The Manager will be responsible for managing team members to ensure delivery of Service Level Agreements (SLAs), overseeing revenue optimization, and reducing penalties. This role also involves coaching team members for continuous development and identifying/deploying process improvement action plans.