Senior Manager, Service Delivery-Helena, MT (on-site)

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.

Senior Manager, Service Delivery (Onsite Helena, MT)

Summary:

The Senior Manager, Service Delivery position is responsible for ensuring delivery of all contractual requirements for a State Medicaid fiscal agent project from contract signature through the implementation phase and the operations and maintenance period.

Responsibility for creating and managing call centers, claims processing, financial, and IT departments. The delivery manager develops and maintains positive and productive client relationships, understands, and meets financial targets, acts as liaison between the business and other corporate teams, identifies and implements efficiencies, meets contractual service level agreements, and creates/maintains a positive work environment for the team.

• Build teams during implementation and ensuring all operational deliverables are high quality and submitted timely.
• Budgeting and forecast expenses
• Direct the efforts of major operational areas (call center, mail center, provider relations, PBM, etc.)
• Provide leadership for day-to-day operational delivery for onsite & remote resources, a mixture of full-time associates and contractor-placed resources of about 150.

• Be the single point of contact to the customer
• Liaise with state and technical development/support teams for release management efforts and delivery escalations
• Establish and maintain customer relationships
• Set a vision, strategy, and execution plan for the operation, the operations’ processes, and for associate development

Qualifications

Education: Bachelor’s degree in a related field

Experience:

• 5-10 years general operations leadership, healthcare claims processing preferred
• Medicaid experience highly preferred
• Direct experience organizing and implementing a new operation including operational readiness assessments, whether in a lead position or as a team member
• Direct understanding of structured projects and how timelines and deliverables impact operations; a PMP or similar designation is a plus
• Lean and process improvement certifications are a plus
• P&C, Work Comp, and Health Plan claims experiences are transferrable skills
• Proficiency with Microsoft Office suite
• Excellent communications and interpersonal skills including the ability to interact with peers from business operations, technology operations, senior executives, and client representatives

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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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.