Quality & Risk Manager - (12146)

Ceridian is changing the world of work by enabling companies to be free to succeed in their core business through its suite of innovative managed human resource solutions for HRMS, payroll, tax filing, application outsourcing, time and attendance, benefits administration and employee effectiveness services. Ceridian Corporation (NYSE: CEN) is an information services company serving businesses and employees in the United States, Canada and Europe. For more information about Ceridian's comprehensive array of human resource solutions, visit www.ceridian.com/myceridian EEO/M/F/D/V

Job Responsibilities:


Manage and lead to provide results/deliverables in 4 primary areas
Quality, Process, Productivity, and Performance Improvement
Development, reporting, and analysis of operational, performance, and ROI metrics and measurements
Customer Satisfaction measurement
Customer Recovery
Lead cross-functional teams in process and performance improvement efforts. Identify and systematically resolve root-causes of issues. Use Six-Sigma methodology.
Drive business analytics activities to facilitate internal operational performance improvement
Drive data analytics efforts and ROI methodology to demonstrate value of services to existing and prospective customers
Coordinate with commercial LifeWorks counterpart in the use of systems, vendors, and staff efforts to maintain efficient and cost-effective methods of collecting and reporting user satisfaction information.
Oversees customer recovery strategies to ensure complaint resolution and to ensure complaint tracking and reporting are useful toward identifying improvement efforts.
Lead the business in understanding its level of functioning, through reporting of appropriate performance metrics.
Responsible for Quality Assurance Plan compliance with government contract

Qualifications:
Must have bachelor's degree in Psychology / Business / Management / Technology or related fields. Advanced degrees preferred.
Minimum of 5 years work experience in leadership roles of technical and analytical functions
Must have strong background and expertise in data analysis and related systems
Experience in market research, statistics, or social sciences concentration or equivalent work experience.
EAP and Work Life industry experience is key
Strong leadership and people management skills, and the ability to effectively manage remote staff.
Experience with implementation of business improvement and customer satisfaction programs.
Must have strong technical knowledge and database management and statistical analysis skills (including related analysis software such as SAS, SPSS, Minitab, etc.).
Must demonstrate initiative and ability to exercise independent judgment
Strong interpersonal skills. Ability to lead by example. Resilience. Flexibility.
Excellent oral and written communication skills. Ability to relay complex information to staff that may not be technically oriented.

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