Deskripsi Pekerjaan
Conduent is seeking a high-caliber Manager, Delivery to join our operational leadership team in Pasay City. As a global leader in business process services, Conduent delivers mission-critical solutions on behalf of Fortune 100 companies and over 500 government entities. This role is designed for a strategic thinker who excels in managing complex service delivery environments and driving excellence through people and technology.
In this capacity, you will be responsible for the end-to-end management of service delivery operations, ensuring that our clients' most vital processes are handled with precision and care. You will lead a dedicated team of professionals, fostering an environment of continuous improvement and operational integrity. Your goal will be to bridge the gap between client expectations and operational execution, ensuring that Conduent remains a trusted partner for the world's most successful organizations.
The ideal candidate will thrive in a fast-paced, results-oriented culture. You will have the opportunity to implement innovative delivery frameworks, optimize resource allocation, and directly contribute to the growth and stability of our Philippine operations. At Conduent, we value our associates and provide the tools and support necessary for you to reach your full professional potential while making a tangible impact on global business operations.
Tanggung Jawab
- Direct and manage daily service delivery operations to ensure all contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met.
- Lead and mentor a team of supervisors and associates, conducting performance reviews and providing coaching for professional development.
- Serve as the primary operational point of contact for Fortune 100 clients, managing expectations and facilitating regular business reviews.
- Identify and implement process improvements using Lean or Six Sigma methodologies to increase operational efficiency and reduce costs.
- Monitor operational budgets and resource allocation to ensure profitability and optimal utilization of staff.
- Oversee the implementation of new client projects and service migrations, ensuring seamless transitions and minimal disruption to operations.
- Ensure full compliance with global security standards, data privacy regulations, and internal company policies.
Kualifikasi
- Bachelor’s degree in Business Management, Operations, or a related field; Master’s degree is a plus.
- Minimum of 5-8 years of experience in BPO or Business Process Services, with at least 3 years in a senior leadership or delivery management role.
- Strong background in managing multi-channel customer service or complex back-office delivery for international markets.
- Proven ability to analyze complex data sets to drive strategic decision-making and operational planning.
- Excellent communication and presentation skills, with the ability to influence stakeholders at all levels.
- Certification in Project Management (PMP) or Six Sigma (Green/Black Belt) is highly preferred.
- Deep understanding of workforce management (WFM) principles and operational financial management.