Supervisor, Delivery - UK Airline

Conduent; Philippines; On-site; PHP 400,000 - 560,000; Full time

Job summary

Conduent is seeking a supervisory leader to oversee daily operations in a customer-support environment in the Philippines. The role focuses on guiding complex business, technical support, and production teams to achieve performance goals.

The position emphasizes working with established practices, problem-solving, and ensuring adherence to policies while coordinating across operations and middle-management to follow protocols and resolve diverse issues.

Responsibilities

• Guides team members to perform tasks related to processing claims and answering calls efficiently.
• Coaches team to deliver KPI's.
• Ensures adherence to company policy and procedures.
• Acts as the liaison between operations and middle-management to ensure protocols are being followed.
• Supports conflict resolution and manages client, people, task, and systems related issues.
• Monitors systems and applications to make sure they are working properly.
• Provides resolutions to a diverse range of complex tasks.
• Executes the continuity plan such as in natural disasters.
• Delivers inputs on process improvement and operational initiatives.
• Performs other duties as assigned.
• Complies with all policies 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

• 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.

General Profile

• Supervises daily tasks of complex business, technical support, and production teams.
• Responsible for the success of the team.
• Works within established precedents and practices.
• Examines information to solve ongoing problems.
• Ability to perform work unsupervised.

Functional Knowledge

• Has a comprehensive understanding of a range of processes, procedures, systems, and concepts in own field.

Business Expertise

• Understands how to coordinate efforts across teams to achieve goals.

Impact

• Impacts the quality of the tasks performed or services provided by the team.

Leadership

• Provides daily supervision to team members including coaching, quality checks, and work progress.

Problem Solving

• Solves problems and evaluates possible solutions using technical experience and precedents.

Interpersonal Skills

• Uses tact to exchange ideas and information concisely and rationally.

Responsibility Statements

• Guides team members to perform tasks related to processing claims and answering calls efficiently.
• Coaches team to deliver KPI's.
• Ensures adherence to company policy and procedures.
• Acts as the liaison between operations and middle-management to ensure protocols are being followed.
• Supports conflict resolution and manages client, people, task, and systems related issues.
• Monitors systems and applications to make sure they are working properly.
• Provides resolutions to a diverse range of complex tasks.
• Executes the continuity plan such as in natural disasters.
• Delivers inputs on process improvement and operational initiatives.
• Performs other duties as assigned.
• Complies with all policies 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.