- • Manage customer relationships through regular communication with clients through weekly/ monthly reviews.
- • Discuss operational issues and Critical to Quality (CTQ) delivery and.
- • Attend customer calls and meetings, proactively flag issues and prevent surprises.
- • Anticipate & plan for new business & get involved in hiring.
- • Proactively identify opportunities for additional business with customer.
- • Manage and resolve escalations and issues raised by customers.
- • Prepare and report process performance metrics to stakeholders.
- • Participate in management discussions (Governance discussion, Management forums with customer).
- • Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.
- • Analyze customer feedback at desired intervals and initiate ways to improve the score.
- • Identify opportunities for Growth & deliver on growth commitments (number of people).
- • Identify key cost drivers and ensure they are optimized.
- • Adopt best practices from other processes/ verticals etc.
- • Share value addition and best practices across teams.
- Delivering service that meets/exceeds client expectations, meet Cognizant P&L goals, and build a team of motivated people with strong domain skills, while developing their personal capabilities in the domain of accounting to ensure SLAs are met as agreed for customer satisfaction.
- • Ensure proper documentation and knowledge transfer as per project plan and schedule.
- • Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.
- • Initiate and deliver on process improvement projects to improve process efficiencies.
- • Work with support functions to enable infrastructure support to team and ensure zero downtime.
- • Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms.
- • Resource utilization and scheduling of end to end work.
- • Prepare for infrastructure and other growth related requirements.
- • Plan for resources based on volume projection and current available head count and allocate responsibilities.
- • Effective forward planning in terms of process delivery, people & client engagement.
- Knowledge Management Drive Best Practices and implement the same between the projects.
- • Conduct performance appraisals for team members.
- • Drive knowledge management and continuous up skilling of the team.
- • Identify training needs for direct reports and ensure domain/developmental trainings needs are met.
- • Manage attrition through skip level meetings, planning interventions, engagement calendars.
- • Participate in organizational initiatives such as recruitment drives, training programs etc.
- • Deliver communication received from senior management to the team members though town halls, team meetings.
- MS Excel
- MS Office
- Manufacturing Oper-Manlog
- Speaking English
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Deputy General Manager - Hyderabad, India - Cognizant Technology Solutions
Description
General Manager - R2R
Qualification:
Post Graduate (preferably MBA)Responsibility:
Business/ Customer:
• Deliver on Financial goals for the business
Project / Process:
People/Team Management:
• Provide guidance and mentorship to team
Must Have Skills
Good To Have Skills