Learning & Development Operations Controller

Former Xerox Customer Care Services, as well as other former Xerox Services companies, will continue its activities as Conduent, Inc. The name Conduent is inspired by the new company’s expertise in connecting clients and their constituents through seamless transactions in areas such as customer care, transportation solutions, and healthcare payer and provider services.

Conduent will continue to work as an extension of our clients’ business, enabling millions of interactions every day – such as processing toll payments or medical claims, disbursing public assistance funds or addressing a customer care concern. We will deliver these transactions at massive scale, anytime and anywhere, yet ensure each one is flawless, personalized and secure. As an independent company, we will carry forward the values and culture of innovation, diversity and integrity from Xerox along with our established expertise in transaction-intensive processes, analytics and automation to help improve the satisfaction and loyalty of your patients, commuters, consumers or employees.

• 5-7 years experience in Learning and Development, and/or substantial operational experience in the petrochemical industry;
• 5 years of experience in Performance measurement;
• Experience in activity tracking;
• University Degree;
• Strong analytical skills;
• Strong communication skills;
• High level of structured thinking;
• Project management skills;
• Fluent in English.

Duties and responsibilities:
The scope of this role will be working with the client to develop a single major learning program or skill area curriculum.

Key activities include:
• Coordination of monthly report creation with internal support Team;
• Coordination of Root cause Analysis for any deviations from SLA and KPIs;
• Support of capacity planning across the team;
• Preparation and follow-up of Operational improvement measures;
• Facilitation of weekly Operational Call;
• Status tracking of Improvement initiatives (E.g. Process Improvements);
• Cross-Team coordination of Process improvements;
• Coordination with Xerox PMO for tracking larger Projects;
• Tracking and reporting of Change request status;
• Escalation of issues to responsible Team Leads and Account Manager, as applicable.