Job Content and Scope. Conduct business reviews and monitor service level agreements. Handle customer inquiries and escalations that fall outside of program guidelines. Drive process education; including online trainings and in person consultation. Work with managed service provider to ensure supplier optimization. Drive compliance/audit initiatives in partnership with Internal Audit, Legal, Procurement and Finance teams (monthly/quarterly billing, background checks, time card approvals)Work wit... more details
Responsibilities
Job Content and Scope
Conduct business reviews and monitor service level agreements
Handle customer inquiries and escalations that fall outside of program guidelines
Drive process education; including online trainings and in person consultation
Work with managed service provider to ensure supplier optimization
Drive compliance/audit initiatives in partnership with Internal Audit, Legal, Procurement and Finance teams (monthly/quarterly billing, background checks, time card approvals)
Work with hiring managers to ensure we are meeting business demand and delivering on our customer benefits of speed, quality and experience
Frequently connect with customers to understand their experience. Identify themes and pain points and make recommendations for program improvements
Maintain and update contingent worker policies to ensure compliance with government regulations
Team/Leadership Skills
Operates independently and frequently interacts with program leaders and partners to help set and execute strategic guidance
Provides effective cross-functional team leadership through execution and times of change
Leverages resources outside own group to solve problems and achieve results
Builds strong partnerships with third-party solution providers
Regularly interacts with Intuit business and functional group leaders, customers, and vendors for program evangelism, ongoing program status or reviews, controversial situations, vendor negotiations, or customer negotiations
Effectively frames and drives decision making processes at project or program level
Changes the thinking or gains the acceptance of others in sensitive situations
Technical/Functional Skills
Has a product management mindset and strong customer focus. Able to apply D4D principles to create process/system solutions that enable great customer experiences
Expertly executes project management tasks including issue and risk management, building project plans, tracking dependencies and milestones, and communication of overall project status
Proposes potential solutions when faced with a new complex problem, even where little or no precedent exists, considering the needs of all collaborative groups
Maintains line of sight to program and ensures that it executes in accordance with high-level business goals and relevant corporate strategies
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