Manager, Customer Experience

Conduent; Batangas City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Conduent in the Philippines seeks a capable team leader to oversee a group of professionals, ensuring service levels and performance targets are met. The role emphasizes accountability for team results and the ability to adapt plans when faced with resource constraints.

You will guide operational staff, manage hiring and training for 3+ employees, and provide technical guidance to customers while aligning with policy and governance frameworks.

Qualifications

• Leads team performance and results.
• Coaches team members for continuous development.
• Provides technical guidance to employees, colleagues, and customers.
• Adapts plans and priorities based on resource and operational challenges.

Responsibilities

• 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.

Job description

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:

• 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.

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.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [e-mail]. You may also click here to access Conduent's ADAAA Accommodation Policy.