Manager, Customer Experience

5 days ago

Subang Jaya, Malaysia Conduent Full time

About 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 Description**:
**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.

Closing:
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.

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