Senior Manager, Benefits Administration Services - Conduent

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:

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

Leadership      

• Provides leadership to managers and senior professional staff.
• Adapts and executes functional or departmental business plans and may contribute to the development of strategy.
• Decisions are guided by resource availability and functional objectives.

Problem Solving

• Identifies and resolves complex technical, operational, and organizational problems.

Interpersonal Skills

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

Responsibility Statements

• Manages the overall service delivery for four or less assigned client accounts.
• Monitors service level agreements and operational dashboards to ensure service levels are met or exceeded.
• Drives teams to ensure cyclical and non-cyclical delivery operations tasks are fulfilled.
• Leads large strategic delivery operations initiatives for assigned clients to ensures success.
• Provides leadership for the management team responsible for feasibility analysis and effort estimation of ad-hoc client projects.
• Establishes and monitors controls of ongoing processes to preempt and mitigate any potential risks.
• Mobilizes a diverse group of team members to resolve executive leadership escalated cases.
• Ensures that a process is in place to avoid repetition.
• Responsible for driving highly collaborative, cross-client team synergies, backup, and succession planning.
• Provides quarterly and yearly feedback to the team and participants during assigned client reviews.
• Attends status meetings with clients to discuss delivery strategy, issues, or escalations.
• Develops quarterly expense forecast and annual expense budget for assigned client accounts.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• BS Degree or equivalent experience (required)
• 7+  years’ customer support or customer-facing experience
• BPO/Call center operations and management of a team experience (preferred)
• Experience in the Benefit administration industry
• Exceptional communication both written and verbal
• Highly proficient in MS Office, specifically Excel

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.