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.

\n

Main Objective

\n\n Lead day-to-day operations of healthcare-related BPO accounts (e.g., claims processing, member services, provider support).\n Ensure delivery of KPIs, SLAs, and client satisfaction metrics.\n Collaborate with clients to align operational strategies with healthcare compliance and service expectations.\n Drive continuous improvement initiatives to enhance service quality and operational efficiency.\n Manage workforce planning, scheduling, and capacity forecasting.\n Handle escalations and implement corrective actions to resolve service issues.\n Monitor performance metrics and generate regular reports for internal and client review.\n Mentor and develop team leaders and supervisors to build a strong leadership pipeline.\n\n

General Overview: 

\n\n Oversee day-to-day operations of telco-related BPO accounts (customer service, tech support, billing, etc.).\n Ensure achievement of KPIs, SLAs, and client satisfaction metrics.\n Lead process improvement initiatives to optimize service delivery and efficiency.\n Collaborate with clients to align operational strategies with business goals.\n Manage workforce planning, scheduling, and capacity forecasting.\n Handle escalations and implement corrective actions to resolve service issues.\n Monitor performance metrics and generate regular reports for internal and client review.\n Mentor and develop team leaders and supervisors to build a strong leadership pipeline.\n Ensure compliance with company policies, client requirements, and regulatory standards.\n\n

Job Track Description:

\n\n Requires broad technical expertise and industry knowledge.\n Accountable for functional, operational, and/or program management.\n Assists others in achieving goals.\n Manages performance appraisals and pay reviews.\n Manages training for 3 or more employees.\n Manages hiring and termination actions.\n\n

General Profile

\n\n Provides leadership to managers and senior professional staff.\n Adapts and executes functional or departmental business plans.\n May contribute to the development of strategies.\n Makes decisions based on resource availability and functional objectives.\n\n

Functional Knowledge

\n\n Understands and applies concepts in the field of expertise. \n Has basic knowledge of other disciplines.\n\n

Business Expertise

\n\n Understands how to improve efficiency across related teams.\n\n

Impact

\n\n Impacts results in the short-term, with potential long-term results.\n Guided by functional business plans.\n\n

Leadership      

\n\n Sets priorities and allocates resources for related teams.\n Proactively manages resources to meet department goals.\n\n

Problem Solving

\n\n Resolves complex technical and operational problems.\n\n

Interpersonal Skills

\n\n Uses clear communication skills to influence others, including senior leadership.\n\n

Responsibility Statements

\n\n Participates in the definition of the business strategy with the clients and the upper managers.\n Drives business unit performance to meet SLAs, adhere to business unit metrics, and accomplish account performance.\n Drives innovation and efficiencies of business opportunities.\n Applies process improvements and/or new systems.\n Manages employee teams through coaching and developing, addressing people matters, and identifying development needs.\n Manages the client relationship ensuring customer satisfaction.\n Generates reports on performance measurement and KPIs to facilitate business decisions.\n Responsible for business unit compliance with organizational policies and local regulations.\n Responsible for the successful implementation and execution of the business continuity plan (BCP).\n Performs other duties as assigned.\n Complies with all policies and standards.\n

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.

\n

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.  Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.

\n

At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent.

\n\n