Solutions Architect (BPO)

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Employer: Conduent
Domain:
  • Customer Support - Client Service
  • Management - Consulting
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Iasi
  • Updated at: 23.05.2015
    Remote work: On-site
    Short company description

    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.

    Requirements

    Requirements

    • Experience in and understanding of European market
    • Ability to work in cross-cultural environment
    • Support Sales Executives & Account Managers in securing new business
    • Focused on continuous improvement of customer’s business
    • Able to forge relationships across multi-discipline groups within Xerox & third parties
    • Engage on detailed business issues & conceptualize solutions
    • Recognized as an expert within Xerox, both within & beyond own function
    • Broadly recognized as an external thought leader within strategic function or discipline
    • Contributes to the development of functional & regional strategy
    • Leads multidisciplinary projects or initiatives
    • Able to challenge sales strategy & create alternative solutions
    • Highly developed analytical skills

    Education & Experience

    • >5 years in developing solutions to unique & complex problems in BPO /Customer Care
    • Proactively identifies, defines & solves complex problems impacting the management & direction of the business
    • Customer relationship management
    • Internal bid management
    • Experience working closely with service delivery counterparts
    • Strong communication & presentation skills required
    • Experience working with third parties on new customer engagements
    • Able to prepare Request for Proposal (RFP) responses
    • Project &/or implementation management
    • Constructed commercial proposition

    In a nutshell, Core competencies required for the role of the Solutions Architect:

    • Thorough knowledge of the Global BPO industry
    • Ability to understand business & operations issues & articulate same
    • Builder of innovative solutions
    • Pedigree of solutions development & deployment
    • Self- motivated & able to manage well in a start- up mode
    • Strong communication skills with internal stakeholders & customers
    • Able to manage virtual multi-discipline teams
    • Ability to work remotely from the core organization & collaborate effectively
    • >5 years of customer care, call center & knowledge of analytics
    • Could also have experience in sales or account management

    Responsibilities

    • Directs the development & implementation of comprehensive strategies focusing on one or more specialized disciplines to meet customer needs
    • Analyzes customer requirements/standards to develop & implement high level solutions
    • Crafting/customizing value propositions & solutions targeted at growth for each customer
    • Ensures the effective use of all departmental staff & resources
    • Attends commercial discussions with customers to achieve favorable contract terms for Xerox
    • Leads & manages the CET, subordinates, project staff supporting program & solution delivery
    • Oversees implementation of solutions to ensure customer needs are met within budget
    • Interfaces with key customer executives to develop solutions consistent with business needs
    • Evaluates customer service levels & resolve issues
    • Ensures that vendor contracts/services are adhered to & identifies/addresses issues
    • Develops & monitors the status of solution/program schedules & tracks all associated budgets associated with the contract, program, project, e.g., direct labor, subcontractors, & temporary labor
    • As the subject matter expert, may assist functional management in the performance of special assignments & projects in support of Xerox’s strategic planning efforts
    • Ensures applicable service/operating procedures & practices are in compliance with industry standards & relevant regulations/laws
    • Other duties as assigned

    Other info

    You can apply online or send your application in English directly to recruitment.ro@xerox.com with the title “Solutions Architect (BPO)”.