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For your reference, we have included the original job posting below.
Delivery Manager - Integration
Job Number:
40873153
Company Name:
Hewitt Associates
Job Location:
The Woodlands, TX US
Job Category:
Management & Business
Delivery Manager - Integration
Title: Delivery Manager - Integration Location: Texas-The Woodlands Aon Hewitt is the global leader in human capital consulting and outsourcing solutions. The company partners with organizations to solve their most complex benefits, talent and related financial challenges, and improve business performance. Aon Hewitt designs, implements, communicates and administers a wide range of human capital, retirement, investment management, health care, compensation and talent management strategies. With more than 29,000 professionals in 90 countries, Aon Hewitt makes the world a better place to work for clients and their employees. For more information on Aon Hewitt, please .
The Delivery Manager (DM) oversees day to day service delivery of operations teams, across domains and service locations. The DM ensures domain teams integrate effectively to meet or exceed performance requirements. Primary responsibilities include:
* Building trusting partnerships with both internal and external stakeholders.
* Establishing oversight processes to ensure performance objectives are met.
* Enforcing attainment of SLAs, Key Performance Indicators (KPIs) and other performance quality objectives.
* Managing deadlines for client deliverables.
* Serving as the primary point of contact for the client and the Aon Hewitt operations team for delivery issues or deficiencies that impact the customer experience and Service Level Agreement (SLA) attainment.
* Managing service delivery escalations to ensure that issues are resolved, root causes are identified and steps are developed and implemented to prevent reoccurrence.
* Initiating and monitoring corrective action plans to ensure timely recovery of service delivery.
* Assessing and mitigating areas of risk/opportunity through the use of data driven insights.
* Coordinating domain standard operating procedure reviews, identifying inefficiencies and implementing improvements that drive standardization, efficiency and an improved customer experience.
* Providing input on delivery model enhancements, best practices and standardization across projects.
* Challenging status quo and suggesting innovative ideas for process improvement.
* Providing status and metrics reporting, including participation in performance or governance meetings.
* Analyzing trends using the case management system, Service Center call tracking tool, cross-domain and domain specific applications to identify areas of risk, opportunities for process improvement/efficiency and actionable data that can be shared with the client.
* Providing case management oversight, focused on reducing turnaround times and eliminating the root cause of issues driving a high volume of cases.
* Planning and directing work activities for the implementation of new products, services or projects.
* Partnering with the Delivery Executive to manage the client P&L, budget and other financial goals set forth for the team.
* Serving as the subject matter expert for activities defined in the client's Statement of Work.
* Providing input into Change Orders and ensuring integration points between domains have been considered.
* Managing the Integration team Operations Manager and Analysts. Education and Experience:
Required:
* Bachelor's degree in related field, or equivalent professional level work experience * 7 years professional work experience * Experience in HR, Benefits, payroll, call center or related fields * Experience influencing peers and leaders in various parts of the organization * Experience communicating with clients at the Executive level
Knowledge, Skills, and Abilities:
Required:
* High level of sound logic, problem solving and analytical skills * Demonstrated project management and organizational skills * Champion change and innovation * High degree of interpersonal skills to work effectively with internal team and client * Demonstrated adaptability * Knowledge of commercial operations * Builds and maintains high quality relationships and networks * Strong written and verbal communication skills * Ability to guide and advise less experienced personnel * Contract experience All positions require an applicant who has accepted an offer to undergo a background check. The checks run are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Aon Hewitt, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Aon Hewitt's employment policies. You will be notified during the hiring process which checks are required by the position.
Aon Hewitt is an Equal Opportunity Employer Committed to Diversity, M/F/D/V
