Manager, Delivery

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.

The Global Service Delivery Manager is responsible for overall account delivery for multiple disciplines – Employee Service Center, WFA, Learning, Recruiting, Payroll and HW Administration. This position will report to the Client Group Manager and work closely with the APAC, EMEA, LATAM & AMERICA’s Operations Teams and Managers. The ideal candidate will have excellent leadership skills in identifying and implementing process improvements and strong project management skills to coordinate the planning, implementation and administration of programs and deliverables. This role is ideally suited for someone with the ability to lead, influence and effectively communicate cross-functionally in a fast-paced, growing, and ever-changing environment. This position will also ensure timely and high value customer service to employees; including developing and adhering to established SLAs and ensuring research and responses are thorough.

Responsibilities:

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between teams and regions

• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving improvement initiatives
• Act as the liaison between the client, 3rd party vendors and the various internal teams across the organization to coordinate programming and process changes as required
• Resolve escalations, by working with the Conduent operations and external payroll vendor in obtaining and understanding root cause analysis and corrective action for all complex or non-routine situations for all levels of employees and management.

• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to management on performance of the service delivery
• Participate and/or lead client performance review meetings
• Other projects and tasks as assigned

Required Knowledge/Skills Education and Experience:

• 8+ years of HR Outsourcing experience (preferably in multiple regions).
• Strong experience in development of operational efficiencies, directing changes, and internal controls
• Understand impacts to other HR functions (both upstream and downstream) related to Payroll processing activities.
• Strong leadership skills, ability to prioritize tasks/responsibilities, meet deadlines and thrive under the pressure of time constraints while maintain accuracy and focus on attention to detail

• Proactive, assertive, strong analytical and creative problem-solving skills
• Familiarity of international payroll processing systems is a plus
• Strong, professional interpersonal and communications skills, both verbal and written
• Leadership, project management, change management, and mentoring skills
• Ability to effectively communicate with and influence stakeholders at all levels

• Superior leadership and management skills supported by a strong customer service orientation and the ability to work in a team environment
• Understanding of processing within a shared services and/or business process outsourcing environment
• Excellent Excel level, proficient with all Office applications

The Colorado Equal Pay for Equal Work Act requires employers to disclose the following information. If the successful applicant will be required to perform work from a physical site outside Colorado, the following information may not apply. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In 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 or sick time. For Colorado considerations only the estimated salary range is $73920-$107040k

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. Under our current protocols, we do not require vaccination against COVID for most of our US jobs, but may require you to provide your COVID vaccination status, where legally permissible.