About this role
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 Track Description:
• Performs business support or technical work, using data organizing and coordination skills. • Performs tasks based on established procedures. • In some areas, requires vocational training, certifications, licensures, or equivalent experience.
General Profile
• Proficient in a range of operational processes through prior job-related experiences and trainings. • Completes assignments and guides the work of peers and other team members. • May work cross functionally, in different areas when necessary. • Proposes improvements to processes and methods. • Works within established procedures and practices.
Functional Knowledge
• Has developed skillset in a range of processes, procedures, and systems • Acts as a technical expert in an area.
Business Expertise
• Helps teams to integrate and work together to support the achievement of company goals.
Impact
• Impacts own team and other teams whose work activities are closely. • Impacts the end user for a more efficient and productive experience.
Leadership
• Serves as a team head and may allocate work. • May give subject matter guidance to junior team members.
Problem Solving
• Ability to problem solve and evaluate issues and solutions to provide the best outcome for clients and end users.
Interpersonal Skills
• Exchanges ideas and information effectively. • Empathetic and patient demeaner, showing understanding and compassion for the end user.
Responsibility Statements
• Monitors transactions to ensure compliance against performance standards. • Develops and implements key process improvements. • Develops systematic approaches to assure high-quality services are provided. • Partners with operational team leads on areas of opportunity that have been identified. • Documents performance trends to develop processes and improve overall performance. • Assesses associate performance and delivers coaching based on findings. • Assists with the development of training, QA processes, and process improvement. • Interacts with work leaders, supervisors, and managers. • Reviews work of levels 1, 2, and 3. • Provides feedback and coaching to transaction processing personnel on errors created. • Provides support in creating and reviewing documented SOPs with operations. • Detects, examines, and reports fraudulent activities. • Helps create corrective and preventive action plans (CAPA) for error elimination or minimization. • Conceptualizes, develops, and delivers training modules on process knowledge, auditing techniques, and quality tools. • Performs other duties as assigned • Complies with all policies and standards