Senior Manager, Consulting Services (Process Improvement)

Differentiate yourself in your career with a company that is outthinking and outdoing the competition everyday. Apply now to join Convergys, the global leader in providing customer care, human resources and billing services. The Senior Manager, Consultng Services manages internal team members and works with external clients in the analysis of business processes, business strategy, and technology to determine client needs and improve the overall performance of each client. This resource will manage the relationship with and delivery to one or more clients beginning with assisting in defining the initial engagement, securing resources for the engagement, committing to revenue and margin, and ultimately will manage delivery of consultative engagements to scope and budget. In addition, this resource will deliver at, or above the client’s expectations. The candidate will have ongoing responsibility for improving the overall performance of each client; and managing both executive and tactical level communications with the client(s) and the extended Convergys team.  Principle duties and Responsibilities: •Lead internal team members and external clients in assessing client business processes, methods, systems and procedures for productivity enhancement and make recommendations for improvement •Develop and propose alternative operational approaches, and/or problem resolution •Responsible for improving overall client performance •Manage executive / strategic level communications with client •Develop process and communication templates that can be leveraged by additional PS and Convergys personnel over time •Mitigate ‘hot-button’ client concerns through use of process skills, product and business knowledge and prowess in building client rapport •Responsible for supporting the training and development of resources in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) •Develop / write whitepapers on topics of expertise gaining internal / external publication •Manage Sales and Proposal Presentations w/ client •Will work closely with other functional areas within Convergys to expand the breadth and depth of Convergys services •Run several projects simultaneously, potentially across multiple accounts •Identify potential add on sales opportunities and seed Convergys’ offerings where appropriate and value add for the client •Managing financial components of client relationships, including, but not limited to: contract compliance, change control, billing & accounts receivable, delivery to budget, delivery to time, and expenses. •Responsible for ensuring the completion of client deliverables to, or above client expectations •Responsible for management of direct and indirect CVG resources •Leverages project work to append and/or create new market offerings for the Professional Services team EDUCATION AND EXPERIENCE •Bachelor’s degree in related field from a four-year college or university •Advanced degree is preferred •8+ years related experience, or equivalent combination of education and experience CANDIDATE PROFILE •Must have prior client and project management experience •A minimum of 3 to 5 years consulting / professional service experience; preferably with major consulting firm •Proven presentation skills directed to peers and executives •Demonstrated history of identifying and analyzing client technical and business needs •Track record of leading proposal creation/reviews; some experience with participating in the “sales pitchâ€� (e.g., leads portion of proposal review with client, participated in orals) •Strong history of working with both sales and development/implementation– developing an understanding of how to effectively communicate both externally and internally •Comfortable in ambiguous situations •Track record of working collaboratively in a matrix-ed environment •Experience in building and managing strong long-term relationships with business partners and clients. •Understanding of Convergys’ service offers and products •Interest in and passion for new and emerging services •Demonstrated outstanding personal leadership •Ability to take ownership and help direct multiple resources, often resources higher on the org chart •A true team player with excellent interpersonal skills and the ability to work with executives both within Convergys, its partners, and its clients •Excellent oral and written skills •Excellent skills in creating and communicating messages via Power Point •Excellent organizational skills •Excellent at multi-tasking •Willing to travel extensively •Must have proficiency with various software applications programs including MS Visio, PowerPoint, Lotus Notes, Microsoft Word, Excel, Access •Understands the “big pictureâ€� and has demonstrated the ability to define, prioritize and lead program level activities  CONVERGYS' GREAT BENEFITS Medical/Dental/Vision Life insurance 401(k) Savings Plan and Employee Stock Purchase Plan Tuition Reimbursement Paid Time Off and Holidays Short-Term/Long-Term Disability Reimbursement Accounts If you're interested in learning more about this position, please email your resume and salary requirements to kim.brown-ice@convergys.com  Convergys is an EOE M/F/D/V Contact Information: Convergys Email: Apply by Email