Senior Manager, Delivery
Senior Manager, Delivery
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$ 102680 - 133350
1 Vacancy
Job Description
Conduent offers Fiscal Agent (FA) services which include claims payment processing provider relations and call center support for fee-for-service claims. Additionally we manage Pharmacy Benefits Management (PBM) claims and payment processing as well as Drug Rebate Administration Management Services (DRAMS) for our customer the Hawaii Department of Human Services Med-QUEST Division (MQD) which is responsible for Medicaid administration. Conduent has been providing these services to Hawaii MQD for over 20 years.
We are seeking a Medicaid Service Delivery Manager with a strong focus on team management developing client relationships and identifying opportunities to expand our current contract ideal candidate will actively listen to the clients needs and recognize how Conduent can assist in meeting those needs ultimately contributing to business growth.
Responsibilities:
Manage Service Delivery: Oversee the comprehensive delivery of services to clients or customers ensuring compliance with service level agreements (SLAs) and meeting customer satisfaction targets.
Client Relationship Management: Build and maintain strong relationships with clients serving as the primary point of contact for service-related discussions escalations and issue resolution and actively seeking new business opportunities with client team members.
Service Performance Monitoring: Monitor service performance metrics including availability reliability responsiveness and quality taking appropriate actions to address deviations or issues.
Team Management: Lead and manage a team of service delivery personnel providing guidance coaching and support to ensure high performance professional development and employee satisfaction.
Process Improvement: Continuously assess and enhance service delivery processes and workflows identifying areas for optimization automation and efficiency gains.
Incident and Problem Management: Coordinate and oversee the management of service incidents and problems ensuring timely resolution root cause analysis and preventive actions.
Service Reporting: Prepare and present regular service performance reports highlighting key metrics achievements challenges and improvement initiatives to management and clients.
Contract Management: Collaborate with sales and legal teams to review and negotiate service contracts ensuring that contractual commitments align with the organizations capabilities and resources.
Vendor Management: Manage relationships with third-party vendors or suppliers involved in service delivery ensuring compliance with contractual obligations and quality standards.
Risk and Compliance: Identify assess and manage risks associated with service delivery ensuring compliance with relevant industry regulations data protection laws and security standards.
Requirements:
Have at least five years of experience working in a service delivery management role.
Have a minimum of five years of experience in leadership and people management with a focus on motivating teams.
Show understanding of service management frameworks and best practices such as ITIL (Information Technology Infrastructure Library).
Exhibit communication and people skills to effectively interact with clients stakeholders and cross-functional teams.
Have experience identifying and implementing new business opportunities.
Demonstrate analytical and critical thinking skills to identify issues analyze data and drive process improvements.
Have a purposeful mindset focused on customer satisfaction and service quality.
Show familiarity with relevant industry technologies systems and software used in service delivery.
Have proficiency with MS Office Suite.
Preferred:
Hold a bachelors degree.
Know project management methodologies.
Flexible Working
At Conduent we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.
In this role you can expect the following working conditions:
Onsite work: Work in our local office receiving personal coaching and leadership so that you can provide the best support to our clients and help you grow in your career.
Working For You
Perks and rewards designed for you:
Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your familys needs and start on the first day of employment.
Retirement Savings: We will support you as you save for your future.
Employee Discounts: We offer you access to a vast selection of global national and local discounts on merchandise services travel and more.
Career Growth Opportunities: We help you thrive so together we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.
Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
Great Work Environment: We are proud of our award-winning culture and the recognition weve received for our diversity efforts.
Join Us
At Conduent we are one team one mission. We understand that our success is directly related to the success of our associates.
We strive to create a culture where you can:
Bring your authentic self to work.
Grow and thrive both personally and professionally.
Make a difference with our clients in our communities and with the millions of people we support.
When you join Conduent you are engaged in creating the future - both our companys and your own. With more than 60000 associates across 24 countries we will provide you the opportunity to grow with a team of people who will challenge and inspire you to be the best!
Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position actual salaries will vary and may be above or below the range based on various factors including but not limited to location experience and addition to base pay this position based on business need may be eligible for a bonus or addition Conduent provides a variety of benefits to employees including health insurance coverage voluntary dental and vision programs life and disability insurance a retirement savings plan paid holidays and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $102680-$133350.
Required Experience:
Senior Manager
Employment Type
Full Time
