Associate - Projects - Noida, India - Cognizant Technology Solutions
Description
Team Manager / Service Delivery Manager
Qualification:
Graduate /Post Graduate preferably MBA graduates
Responsibility:
Business / Customer:
- Certify controls laid down by the business to ensure successful audit by client and external party.
- Interact with customers (internal / external) and keep stakeholders appraised of the process performance.
- Create status reports for customers (internal/external).
- Manage and resolve escalations and issues raised by customers and process specialists.
- Ensure adherence to Quality norms and procedures.
- Identify & drive opportunities not limited to Cost Optimization, Process Excellence to enhance service delivery.
- Provide client/process related MI reports.
- Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
- Identify & drive opportunities to enhance customer experience.
Project / Process:
- Support Knowledge transfer at the time of process transition from the business site.
- Drive team to achieve process Service Level Agreements / metrics ie productivity and quality targets within the established timelines.
- Ensure compliance controls are met.
- Ensure documented process guidelines are followed.
- Conduct adhoc Quality checks.
- Review process audit findings and take corrective action.
- Innovate ideas to error proof the process & reduce manual interventions.
- Conduct process training or refresher trainings, if required.
- Maintain operations rigor around daily huddles, visual management, knowledge management, cross training etc.
- Initiate and deliver on process improvement projects to improve process efficiencies.
- Drive a culture of continuous improvement within the team.
- Provide updates and submit reports related to own area of work.
- Ensure optimum resource utilization through cross training initiatives and buffer management.
- Interface with other departments for getting required assistance or support for the team.
- Engage with other processes to understand and implement best practices.
People / Team:
- Conduct regular 101s to gauge the pulse of the team members.
- Guide and mentor team members.
- Groom self and team to support vertical growth.
- Allocate/Manage work and tasks to the team.
- Conduct team building activities to enhance motivation.
- Facilitate knowledge sharing and capture within and across teams.
- Conduct and participate in knowledge transfer sessions for new joiners in the team.
- Complete mandatory training for self as identified in the training plan for the project.
- Review VOC scores, provides feedback and recommend refresher training whenever necessary.
- Conduct performance appraisals for team members
- Report to the manager on performance, status and any escalations.
- Resignations / Absconder communication to Operations Manager.
- Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.
- Manage attrition and absenteeism.
- Support recruitment efforts for the team.
- Completes all mandatory assessment/ certifications as applicable like Antimoney laundering training (AML).
Must Have Skills
- MS Excel
- MS Office
Employee Status :
Full Time Employee
Shift :
Day Job
Travel :
No
Job Posting :
Feb
**About Cognizant
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