Service Delivery Operations Manager II (Performance Excellence Lead)

Conduent Secaucus , NJ 07096

Posted 2 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.

Job Responsibilities

Performance Excellence Lead

Collaboratively identifies strategic formal and informal developmental opportunities and is responsible for deployment of the resulting efforts

Training: Partner with Service Center Operations and SBU teams to support service center excellence aligned to client standards. Includes, but not limited to:

  • Works with all management levels in the team to identify/validate training needs and additional training resource alignment

  • Owns development of training calendar

  • Responsible for working closely with and communicating training assignments to other assigned team trainers supporting their needs and troubleshooting issues

  • Creates customized refresher training based upon audience

  • Primary Trainer for client Benefit Specialist new hires and responsible for up-skill training from Day 1 through Nesting period, including annual open enrollment

  • Responsible for Simulations and nesting period processes, including training and coaching of Nesting Coaches

Knowledge Management Reviewer/Approver: Responsibility for client content integrity and usability and believes in pivotal role the content has in performance support and in providing the 'voice of the client'

Review and track client metrics, identify trends

  • Identify and monitor trends around volume driven activities in order to make strategic recommendations to client and internal partners for continuous improvement

  • Design, coordinate, and implement plans for the remediation of negative trends

  • Maintains close collaboration with internal partners

Essential Skills/Knowledge

  • Benefit plan and process subject matter experience

  • Benefits Administration plan knowledge (including Health Plan), required

  • Must be proficient in all client plan rules and administrative practices

Technical Knowledge

  • MS Excel, MS Word, MS Project, SQL, Internet, Case Management

Education

Bachelor's degree, 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.

'1833169


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Service Delivery Operations Manager II (Performance Excellence Lead)

Conduent