Business Office Manager Description
Affiliated Computer Services, Inc. (ACS) is expertise in action™. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive. If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
General Description and Overall Responsibilities
The Business Office Manager will have the responsibility to be the primary interface with the client regarding the delivery of Service Requests, projects, and SLA/SLR reporting on behalf of the SBU Executive. For daily work performance, this role will oversee the finance, contract, compliance, and service performance (SLA) aspects of the account. This will include creating presentations, developing proposals in response to a request, developing proposals for new capabilities, service reporting (including service level trending and performance), scheduling and facilitating meetings, capturing minutes/detailed notes and agenda items, and coordinating the completion of activities required to meet client request/requirements.
The Business Office Manager will also provide back-up for the ACS Service Delivery Director.
Primary Duties:
¨ Manage Service Requests and technical issues by working directly with the requestor to clarify requests and discuss timing expectations.
¨ Provide communication and management of ACS’ resource requirements with the client and the ACS Service Tower Delivery Managers.
¨ Manage the monthly SLA and SLR reporting process and communications.
¨ Organize and facilitate both internal meetings and joint meeting with the client; take detailed notes and record action items, then ensure all actions are completed
¨ Introduce ACS’ methodology on the account, modify such methodology to meet the client’s development standards, and ensure that this methodology is implemented on the account.
¨ Organize and facilitate governance meetings between ACS and the client; this includes scheduling, preparing information, capturing notes/meeting minutes, recording and assigning action items, tracking results between meetings, and distributing agendas and minutes for all sessions.
¨ Participate in weekly service delivery review meetings to understand delivery issues and report on the current state of projects and requests.
¨ Ensure escalated issues are resolved according to the governance charter.
¨ Identify changes to the client’s processes and procedures that affect services; review and update the Service Delivery Reference Manual to reflect changes.
Critical Skills and Abilities
¨ Expert level skills with Microsoft Word, Excel, PowerPoint, Project, and Visio
¨ Strong project management skills and demonstrated ability to drive projects to completion on-time and on-budget
¨ Excellent interpersonal, verbal and written communication skills; must be able to communicate very well with all levels of staff
¨ Ability to package and produce reports/metrics which readily and easily show current and historical performance
¨ Self-starter; must be able to determine the best use of time and achieve results with minimal supervision and direction
¨ Ability to manage and quickly deliver predictable and reliable results for multiple requests, projects, changes and/or improvements
¨ Ability to positively and professionally drive change, especially in a highly matrixed environment; must be able to influence others and facilitate the successful completion of tasks
¨ Builds and uses personal networks to improve performance; combines public relations and customer focus to bridge client and internal communication
¨ Works dynamically and can quickly produce results using problem solving and critical thinking techniques; has a strong desire to learn and continually improve
¨ Team player; enjoys working collaboratively as part of a team as well as working independently to produce results
¨ Can-do mindset; focused on delivering change, overcoming roadblocks and reducing bureaucracy to benefit others while exhibiting a positive and enthusiastic attitude
¨ Deals well with ambiguity and a fluid environment; excellent at prioritizing and balancing conflicting and/or competing priorities
Experience
¨ Bachelor’s degree or equivalent work experience
¨ Demonstrated experience leading in a matrix organization (no direct reports)
¨ Experience with outsourcing and outsourcing contracts strongly preferred
¨ Experience in the Financial and Insurance industry segment preferred
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling 866-419-2226 .
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