Xerox Service Delivery Manager in Rancho Cordova, California

Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.

Overview:

The Service Delivery Manager is responsible for maintaining the client relationship with the Department of Child Support Services. Overall contractual oversight and management of the CA SDU. This includes mailroom services, data entry, quality assurance unit, reconciliation, check printing, suspense management, finance, electronic payment outreach and customer care unit. Manager also indirectly oversees the CA Debit Card program with a card base of 180,000 customers.

RESPONSIBILITIES:

  • Main point of contact forclient issues and inquiries

  • Direct P&L responsibilityfor a project valued over $100M

  • Excellent knowledge of thepayment card industry and regulations

  • Manages all aspects of the project

  • Directly manages 6 directreports and a staff of 70 FTE. .

  • Delegates work and performsquality checks on performance and accuracy to ensure contractual standardsare met.

  • Monitors performance andimplements disciplinary procedures in accordance with company policy.

  • Assists in interviewingcandidates and evaluating unit personnel.

  • Observes professional standardsof conduct, including behavior, attendance and dress.

SKILL/EXPERIENCEREQUIREMENTS:

  • Min 5 years’ experience incontract management, problem resolution and change control processes for alarge scale collections and disbursements processing or services contractwith a value of $50 million or more

  • Must have a record of excellentclient relationship management experience

  • Excellent problem solving skillsand proven project management experience

  • Knowledge of payment processingand customer care operations.

  • Ability to manage workflows andstaff.

  • Strong interpersonal andleadership skills.

  • Ability to interface atmultiple levels of leadership.

  • Knowledge of the use of PCs andrelated software.

EDUCATION:

  • Bachelor’s degree and childsupport experience preferred.

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, 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 or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to accommodations@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Job: Service Delivery Operations

Organization: PS Finance and Accounting

Title: Service Delivery Manager

Location: California-Rancho Cordova

Requisition ID: 16027801

Virtual/work from home? No