Manager, Delivery

hace 2 días

Guatemala City Conduent Business Services A tiempo completo

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 description

Title: Manager, Delivery Services

Job Track Description:

Leadership and Team Management: 

  • Proven experience operational management and knowledge in training development, QA
  • Foster an environment of engagement, accountability, and collaboration to meet operational goals
  • Manage day-to-day operations, client interactions, and systems issues
  • Adapt plans and priorities based on resource allocation, operational challenges, and client needs
  • Ensure compliance with internal processes, policies, business continuity planning, compliance, and regulatory requirements
  • Excellent interpersonal and communication skills, with the ability to influence internal teams and external clients

Business Expertise

  • Translates strategy and priorities into work product
  • One year experience minimum leading a team of 100+ employees including supervisors and professional staff, across various skill levels 
  • Strong knowledge of industry-specific KPIs and performance management practices
  • Advanced proficiency of communication and feedback skills, interview and meeting structures and roles

Problem Solving:

  • Demonstrated ability to manage multiple priorities, adapt to dynamic environments, and solve complex problems
  • Cross-Functional Collaboration: work with teams across departments to develop comprehensive solutions that address challenges affecting multiple areas of the operation
  • Lead initiatives that enhance operational processes, employee performance, and client satisfaction
  • Facilitate focus groups with agents and conduct skip-level meetings to gather direct insights from front-line staff

Responsibility Statements

  • Assists in business unit performance driving SLAs and adherence to business unit metrics
  • Helps manage employee teams through coaching and development
  • Addresses people matter and identifies development opportunities
  • Generates reports on performance measurement and KPIs to facilitate business decision
  • Operational and training leadership, lead both day-to-day operational tasks and oversee training programs for all levels of employees
  • Continuously identify opportunities to improve team skills and operational processes, driving efficiencies that support business growth and client satisfaction
  • Demonstrate proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) to effectively manage operational reports, presentations, and other business-related tasks
  • Monitor and manage employee attrition rates, implementing strategies to improve retention, engagement, and job satisfaction within the team
  • Ensure that all team members meet adherence standards, follow schedule compliance, and maintain consistent attendance to meet operational and client requirements
  • Establishing what capabilities are required and in how far individual team members have the potential to fulfil these requirements
  • Monitoring the implementation of work activities of individual team members both qualitatively and quantitatively
  • Periodically reviewing personal development by means of mutual discussion and recording of personal development
  • Management responsibilities include hiring & terminating decisions, pay reviews, training and development for employees
  • Schedule flexibility and part of the schedule will include covering two weekend days per month
  • Regularly listen to agent calls, provide constructive feedback, and conduct side-by-side coaching sessions to stay informed of team performance and ensure continuous improvement

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