Supervisor, Transaction Processing

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.

This position reports to the service delivery manager for document management operations for a rapidly growing division providing benefits administration outsourcing services to over 100 client companies, including many Fortune 500 companies. This is a very diverse position, focusing on inbound mailroom, document imaging, document management, and document archival. The scope of the position includes organizing and managing the overall day to day operations of the mail center. This includes, but is not limited to, metrics development and reporting, employee development, and employee mentoring.

Primary Duties and Responsibilities:

• Operating Rhythms: Interact with the mail center team to support management of operating rhythms by preparing daily, weekly, and monthly metrics reports and aligning resources to meet internal and external client service level agreements (SLA.)
• Operational Alignment: Work closely with benefits client teams to understand on-going needs and provide the service delivery manager with feedback to help align operations with strategy. Effect results by supporting implementation of requested processes to reduce or eliminate the risk of exposure.

Operations:

• Report on key operational metrics as defined by existing SLAs.
• Collaborate with leadership team to develop metrics/analytics and quality assurance processes.
• Produce, review, and communicate, employee and department level metrics on regularly scheduled basis.
• Analyze root cause and provide documented remediation for service issues, as directed by leadership team.
• Special Projects and Other Duties, as assigned.
• Analyzing individual level and team level performance and collaborating with Service Delivery Manager to prepare periodic and annual performance reports to be shared with team members as well as performance improvement reports as needed.

Complexity/Function: This department includes the following functions all of which have processes that may vary by client including different SLAs by client. The supervisor is responsible for the daily operations for all the following for anywhere from 15 to 60 clients with volumes ranging from 7,000 to 90,000 envelopes per month.

• Accepting and Sorting of inbound mail by client. Some clients use three (3) or more versions of client names adding to the challenge of the task.
• Opening and preparing documents for scanning. Documents will be received from USPS Post Office boxes and Priority Express mail, UPS, and FedEx overnight delivery.
  • Priority Express mail, UPS, and FedEx require special handling including logging and reconciliation to ensure successful case management system update.
  • Negotiable checks need to be identified and handled with exception processing which includes routing the negotiable check to the check handling team.
  • Any document with a notary stamp and some Government documents; birth certificates, death certificates, driver’s license, and marriage certificates require completion of a cover sheet used to capture data specific to the authenticity of the document and/or the date of the event.
  • During opening and preparing the categories used for receiving are identified. Please see categories below.
• Receiving: This is the preparation of envelope and batch level header sheets for the scanner. The batch and envelope level header sheets are assigned unique numbers by the system. The batches are separated by client and then by the following categories. If one of the categories is different the documents must be placed in a separate batch. Categories: Client, priority mail, regular USPS mail, negotiable checks, inbound (requires case processing) or historical (does not require case processing) mail flow. This function includes selecting the appropriate categories to create the batch header sheets.
• Scanning: Feeding previously prepared batches, including cover sheets created during receiving, into the scanning machine to create images to be supplied to the case management system. Move scanned batches to inventory area.
• Inventory: Filing batches in client specific boxes and using handheld scanner to collect the unique header sheet number assigned during receiving. The boxes are also assigned unique numbers at this point by the system. The box and batch assignments are automatically communicated to the inventory system.
• Archiving: Preparing the full client specific box for short term storage and long-term disposition. Short term storage is keeping the full box on-site for a minimum of sixty (60) days. Long term disposition is either securely shredding the box contents or sending the box to Iron Mountain, based on the retention agreement with each client.
• Case Management: Monitoring multiple case management systems and pulling documents to forward or securely destroy based on the instruction provided in the case. We receive 225 case management requests on an average day.
• Negotiable Check Handling:
  • Identification and data entry of physical check information such as check number, check amount, check date, and checking account owner, into a check database.
  • File physical checks into secure client specific check folders.
  • Reconcile check database records to case management check images.
  • Complete requested check disposition: Receive and complete check disposition requests to forward or destroy checks from case management system. This process includes segregating client specific checks into daily envelopes, with client/destination financial institution specific cover sheets. For example, one client's defined contribution checks may have a specific outside trust company as a destination, and there may be a specific cover sheet for that trust company. There are dozens of variations to these cover sheets, as well as daily client/institution specific reconciliations to ensure accurate mailing processes.
• Rescans: If document images are not clear, or if documents are received under the incorrect category (see receiving above) they are returned to the rescan queue to be scanned again. This includes retrieval of the physical documents, confirmation of the issue leading to the rescan request, and completing the rescan request. Due to system constraints and legacy applications, and the requirement to track rescan requests and complete them accurately, the rescan and rescan reconciliation procedure is complicated.

Qualifications:

• Demonstrated leadership experience for a group of 10 or more team members.
• College degree or equivalent experience.
• Minimum 5 years business experience.
• Demonstrated metrics development experience.
• Must be very detail-oriented, dependable, and used to working under pressure.
• Candidates should be able to demonstrate the following: accountability, team orientation, attention to detail, client orientation, enthusiasm and flexibility.
• Candidates should be able to provide examples of the importance of attention to small details, in their prior positions or education experience.
• Analytical and quantitative aptitude and proficiency in MS Office applications.
• Must possess excellent interpersonal skills, self-motivation, and good organizational skills. Must maintain professionalism in dealing with others.
• Benefits experience is a plus.
• Inbound mailroom and/or outbound fulfillment experience is a plus.

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 $44460-58k

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.