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Operations Manager I

Job ID 17017086 Date posted 08/12/2017 Location Detroit, Michigan, United States

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Description
Conduent is the world's leading enterprise for business process. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Conduent offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. Conduent serves clients in more than 160 countries. For more information, visithttps://www.conduent.com/.
Operations Manager 1
Purpose:
  • The Account Operations Manager role is a key services delivery operations leadership position. The Account Operations Manager manages the services delivery of multiple, more complex client services contracts. Objectives of position are to build and maintain strategic client relationships, deliver operational excellence, manage daily operations of a client account/account team, manage internal/external partner relationships, key client interface, facilitate/own client focused communications, people & talent management, and drive financial performance (revenue and profit growth and expense management).
  • Key components of success include: delivering operational excellence & SLA achievement, client satisfaction and retention, developing strong relationships and teams (internally & externally), managing the P&L at account/contract level, collaborating with internal senior leaders (sales and operations), identifying additional opportunities to grow revenue and profit, reduce costs
    Scope:
  • The position is an operational leadership role with full operational accountability for a portfolio of medium to large, more complex accounts.
  • Has leadership and people management responsibilities. The position manages both internal and external (client and partner) relationships, and interfaces with multiple levels including executive level.
    Primary Responsibilities:
    Client Relationship Management:
  • Manage effective communications, relationship building, networking
  • Demonstrate 'thought leadership' (ability to provide innovative ideas to help clients achieve their business goals)
    Services Delivery Operational Leadership:
  • Deliver operational excellence assess and optimize customer's technology and business processes driving innovation, high quality & cost effectiveness
  • Manage more complex client services contracts and statements of work/service level agreements delivering contracted scope
  • Manage cross-organizationally; effective communications (internally & externally)
  • Effective, efficient resolution of client problems/issues, leveraging internal/external resources
  • Understand & leverage Conduent technology and solutions
    Achieve Contract Service Level Agreements/Customer Satisfaction:
  • Owns delivery of multiple services through operational teams
  • Deploy services to meet contracted Service Level Agreements/Statement of Work and reporting requirements
  • Focal point for service level agreement management (higher complexity), key performance indicators, reporting, and problem resolution
  • Advise client of opportunities to improve the success of their business operations
  • Understand client's industry, business and their critical business drivers
  • Provide leadership and support for new deal implementations with implementation partners
  • Identify opportunities to improve gross profit through cost management and post-sale revenue growth
  • Develop and conduct client business reviews & support overall client communication plan in partnership with sales
    People and Resource Management:
  • Talent Management - Complete/lead all HR activities for teams including recruiting, retention, succession planning, training, performance management, development, compensation/pay, team building, and recognition practices
  • Manage talent acquisition per labor cost strategy
  • Deploy communications to teams and gather feedback for on-going improvement
    Financial/ Business Growth:
  • Accountable for achievement of financial plan
  • Manage contract(s) to meet revenue and cost projections.
  • Generate demand for same account revenue growth & cost management opportunities
  • Analyze workflow to ensure efficient and cost effective operations. Develop / implement process improvements (more complex level)
  • Provide accurate and timely customer billing/inspection
  • Maximize account retention
  • Meet all monthly reporting requirements and manage internal control processes
    Skills, Knowledge & Ability:
  • Preferred Project Management experience
  • Service Outsourcing/Operations experience (ie., leads complex svc. delivery teams; estab. operational control processes; fosters client relationships; plans for change; monitors KPIs; best practice sharing, etc.)
  • Technology Acumen- more in-depth systems understanding or networked solutions
  • P&L management - cost reduction and revenue management experience
  • MS Office, Excel (i.e. pivot tables, vlookup) and PowerPoint
  • Ability to manage employees within diverse/virtual environments
  • Negotiation and conflict management skills
  • Successful client relationship development experience; comfortable interacting with client's executive levels
  • Written and verbal communications skills at all organizational levels (internal and external); comfort level with executive client communications

Education:
  • Preferred Bachelor's Degree or equivalent experience
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: https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf
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