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Conduent Director, Client Management in Detroit, Michigan

About Conduent

Conduent delivers mission-critical ​services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all  insured patients  in the U.S., 11 million employees who use its HR Services, and nearly nine million people who travel through  toll systems daily. Conduent’s solutions deliver exceptional outcomes for its clients including $17 billion in savings from medical bill review for workers compensation claims, up to 40% efficiency increase in HR operations, and up to 40% improvement in processing costs, while driving higher end-user satisfaction. Learn more at www.conduent.com.

Job Description

DIRECTOR, CLIENT MANAGEMENT

Key Responsibilities:

  • Leads all aspects of end to end customer servicing. Leads and manages a team to ensure high customer satisfaction and profitable persistency.

  • Works directly with multiple customers and manages all assigned customer relationships through the team. Works directly and closely with multiple customers, developing and executing on account plans and stewardship meetings.

Responds to requests and initiates contact in anticipation of emerging concerns and issues. Handles escalated issues

  • Anticipates operational problems and identifies opportunities for improvement through detailed knowledge of clients' businesses. Identifies and leverages best practices across regions and leads change to continue to develop and deploy improvements to the service model.

  • Responsible for process improvement, developmental assignments, coaching/counseling and day to day management. Motivates staff with appropriate recognition and feedback.

  • Leads, establishes, encourages and builds strong business relationships with partners, especially Sales, to deepen relationships.

  • Works closely and partners with Sales leadership to drive customer experience, retention and growth.

  • Leads internal work teams to assure timely and accurate preparation and delivery of all services. Leads discussion around workload balancing and team delivery. Ensures appropriate time tracking by associates to drive demand and capacity management.

  • Drives accountability of their team by managing and monitoring key metrics and business outcomes across their teams and all operational metrics.

  • Partners with internal resources such as actuarial, IT, and claims functions to ensure timely, accurate delivery of services to customers; manages delivery of services provided by external vendors.

  • Partners with colleagues to create profitable case-specific business plans and to identify revenue growth and expense reduction opportunities. Participates in developing proposals, meeting potential clients, and client presentations. Responsible for maintaining complete and accurate customer data on all internal reporting systems.

  • Able to manage multiple priorities.

  • Accountable for informing and communicating with senior leadership.

  • Full people management responsibilities and training and development.

    Essential Business Experience and Technical Skills:

Required:

  • 8-10 years of relevant business experience w/ min 5 yrs leadership experience

  • Finance & Accounting BPO exp REQUIRED

  • 5+ years’ management experience with direct reports (onsite & virtual)

  • Bachelor’s Degree

  • Possesses strong leadership skills, ability to lead, develop and motivate team

  • Extensive experience managing complex client accounts and relationships

  • Excellent communication skills

  • Analytical thinking and decisiveness

  • Strong project management skills

  • Responsible for one large account and/or a number of small-to-medium accounts.

• Responsible for P & L results to achieve organization financial targets.

Closing

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.

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