Manager, Customer Experience

2 weeks ago

Cebu City, Central Visayas, Philippines Conduent Full time

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.

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.

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. You may also click here to access Conduent's ADAAA Accommodation Policy.

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.

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