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    Team Leader - Chennai, India - Cognizant

    Cognizant
    Cognizant Chennai, India

    6 days ago

    Cognizant background
    Full time
    Description

    Team Manager/Service Delivery Manager

    Qualification :

    Information :

  • • Marketline MBA or an equivalent qualification with business knowledge.
  • • Medtrack/Citeline Graduate/Post Graduate degree in Life Sciences/Pharmacy/Medical sciences or equivalent.

    • Media & Entertainment :

  • • Bachelor's degree or equivalent practical experience preferred.

    • Responsibility :

    Business/Customer :

  • • Prepare and report process performance metrics to the customer with the assistance of the Operations manager.
  • • Manage and resolve escalations and issues raised by customers and process specialists.
  • • Interact with internal and external stakeholders as and when necessary.
  • • Continuously improve understanding of business processes.
  • • Provide meaningful and timely resolutions to client queries.
  • • Ensure quality standards are adhered to and team SLAs are delivered.

    • Information :

  • • Offer clients productivity/quality benefits through process improvement and efficiency enhancement.
  • • Monitor the research landscape and identify alternative and other data sources and mechanisms to collect data more efficiently and effectively.
  • • Continuously improve research techniques/approach to increase the depth of content coverage to add value to the database.
  • • Conduct pre/post publication checks as well as other relevant logical checks to ensure accuracy of the content published.
  • • Ensure reports/articles are created and updated based on latest and most relevant research and ideas.
  • • Ensure data and information is captured from all relevant websites, publications, thirdparty aggregators and database as well as country specific sources.
  • • Support the Team Manager in designing the research approach, collate information, and prepare the final research output in desired format and guide the team of Process Specialists on this task.
  • • Generate ideas on new products.

    • Project/Process :

  • • Take complete ownership of all assigned tasks with minimal supervision.
  • • Plan team level production and deliverables.
  • • Ensure process guidelines are followed and met as documented and quality standards are adhered to.
  • • Conduct periodical review of process adherence.
  • • Explore opportunities and implement ideas for process streamlining (macros etc).
  • • Initiate and deliver on process improvement projects to improve process efficiencies.
  • • Review process audit findings and take corrective action to prevent issues.
  • • Resolve process related queries and escalations.
  • • Ensure all agreed standards of quality and accuracy are met at all times.
  • • Work with Team Managers on assigned tasks to improve quality.
  • • Benchmark practices across teams and share best practices with the team.
  • • Ensure that any change in policy is immediately and appropriately communicated to the team alongside documenting such changes in the SOP.
  • • Organize time effectively to deliver assigned tasks efficiently.
  • • Update all relevant trackers consistently and correctly.
  • • Adhere to and manage all workflow timelines.
  • • Develop sector knowledge and improve understanding of databases/tools required by the role.
  • • Ensure adherence to quality norms and processes.
  • • Provide updates and submit reports related to own area of work.
  • • Review team performance on process metrics and internal/external client audits.
  • People.


    • • Provide work direction, guidance and mentorship to team members     :

    ensure accuracy of work done by team members, their ability to operate under deadlines and to work on multiple tasks
  • • Provide coaching to the team on quality aspects and the need for maintaining accuracy in all the deliverables.
  • • Mentor the team especially new joiners on best practices.
  • • Help team members organize time effectively to complete assigned tasks.


    • • Actively participate and contribute to team initiatives     :

    regular team meetings, presenting of thoughts, ideas, etc
  • • Coordinate with other teams and team members for work completion.
  • • Identify development needs and ensure training fulfillment for the team (to be tracked against the training plan) while encouraging team to actively participate in learning.
  • • Contribute to knowledge development by participating in and facilitating knowledge sharing sessions.
  • • Design and implement training programs based on results from quality checks.
  • • Actively engage in identifying crosstraining opportunities for self and team members and readily accept/encourage associates to accept new assignments.
  • • Provide constructive feedback to team on a regular basis and help them identify and fill gaps towards achieving their goals related to learning and career growth.
  • • Assist Team Managers in conducting performance appraisals for team members.
  • • Report to manager on performance status and any escalations.
  • • Manage team, take ownership of issues within the team and provide meaningful resolutions wherever necessary.
  • • Raise issues/concerns that affect the team/process with the SDM/Team Manager if unable to provide resolution.
  • • Groom self and team to support account growth.
  • • Allocate work and tasks to the team.
  • • Conduct team building activities to enhance motivation.
  • • Review team performance on process metrics and assist in internal/external client audits.
  • • Contribute to recruitment efforts in the team (measured through participation in screening and interviewing candidates).
  • • Identify development needs and ensure training fulfillment for the team (to be tracked against the training plan).
  • • Review VOC scores, provides feedback and recommend refresher training whenever necessary.
  • • Report to the manager on performance, status and any escalations.
  • • Provide resignations/absconder communication to Operations Manager.
  • • Manage attrition and absenteeism.

    • Must Have Skills

  • Customer Service

    • Good To Have Skills

  • Speaking English

    • Employee Status : Full Time Employee

    Shift : Day Job

    Travel : No

    Job Posting : May

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