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 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 submitting their request through this form that must be downloaded: click here to access or download the form (https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf) . Complete the form and then email it as an attachment to FTADAAA@conduent.com . You may also click here to access Conduent's ADAAA Accommodation Policy (http://downloads.conduent.com/content/usa/en/document/cdt\_adaaa\_accommodation\_pol.pdf) . _At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._