Manager I, Service Delivery Operations

Conduent Chesapeake , VA 23326

Posted 3 months ago

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.Purpose: * Responsible for the operational, on-site delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, and contract commitments delivered within cost targets.Scope: * Client level escalations * Project management for client events and special projects * Delivery and communication around Client level operational management reports * Identify cross-client process improvement opportunities at the project management level. * Implementation Liaison * Client specific subject matter expert who is proficient in all plan rules and administrative practices for a single domain in a multi-domain client * Serves as the first line of communication with clients for issues, escalations, global inquiries, trend analysis, ad-hoc reporting, special projects and change requests * Maintain close collaboration with internal business groups * Ongoing delivery and change work * Root Cause analysis and Resolution *
  • Annual Enrollment Planning/Training * Coordinate System Testing/ Upgrades * Manage Ad hoc reporting * Lead Client Calls/Meetings * Lead Special Projects (Data Clean-up, Audits, SARS, Mass Mailings, Systems Conversions)* Project Scheduling/Tracking * Resource Scheduling/Tracking * Coordinate/Communicate systems updates/changes to team * Manage Development of New Training Material based on updates/changes (i.e new product offering)* Execute/Coordinate Training for updates/changes * Manage Client Issues * Project Facing Client/Vendor contact * Partner with OS/CS1 on identifying and resolving global participant issues * Partner with OS on assigning resources for project work * Day to day point person for Client/Vendor facing participant servicing and cyclical processing interactions and third parties Shared responsibility with OS (responsibility discipline specific)* Client Management calls (responsibility discipline specific)* Maintain SME status by reviewing plan documents, SPDs and conferring with GLO Team * Responsible to leverage organization for other SMEs in conjunction with Delivery Services * Errors and Omissions support documentation (resp. - discipline specific)* Audits (external, client system attestation, SAS 70)* Support Employee Communications ( resp - issue specific)* Coaching / Mentoring * Outage resolution support * Product liaison work with Delivery Services and other product people * Partner with CPOM and CSM to develop process improvements increasing ability to meet SLAs * Initiate and manage PSDs.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. '1837314
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    Conduent