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    Team Manager - Bangalore, India - Cognizant Technology Solutions

    Cognizant Technology Solutions
    Cognizant Technology Solutions Bangalore, India

    1 week ago

    Default job background
    OTHER
    Description

    SDM|DGM|GM

    Qualification:

    Education,Minimum Bachelors degree or equivalent practical experience Required

    Responsibility:

    Stakeholder,Business Management
    • 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 and suggest Business improvement opportunities.
    • Identify and drive opportunities to enhance service delivery and Customer experience.
    • Update trackers Create,Update tickets,service works, update required applications and tools.
    • Act as the first level of escalations and resolve the same to the satisfaction of the stakeholder keep also ensure Process Manager is informed of new issues.
    • Provide updates and submit reports related to own area of work.
    • Knowledge Management,Ensure SOPs are reviewed per the agreed frequency.
    • Maintain proper Cross Training plans.
    • Accredidate associates before moving a resource into production (both new joiner and exisitng associate).
    • Enncourage associates to use various material that are available in the intranet.
    • Review update and maintain VSMs,process maps atleast once an year.
    • Nominate associates for various domain related courses.
    • Customer Relationship Management,Provide information educate customer troubleshoot probe and fix issues.
    • Manage stakeholder relationship.
    • Ensure Team Productivity levels are achieved as per the targets set year on year.
    • Process Improvements and Process Adherence,Provide information educate customer troubleshoot probe and fix issues.
    • Achieve Individual SLA targets set as well the account level collective targets set for the team.
    • Ensure process delivery in the respective groups is as per the SLAs.
    • Complete all mandatory training and certifications for self and team.
    • Implement communication structure to ensure process and procedural updates are shared effectively.
    • Lead and contribute towards process excellence initiatives.
    • Provide detailed status updates on the CTQ (critical to quality)areas.
    • Maintain the cross training tracker.
    • Perform quality checks and ensure error free processing.
    • Maintain SOP's in the process and ensure all changes are being captured diligently with appropriate version controls.
    • Escalate to the management if deviations in the process are noticed.
    • Ensure Utilization is greater than 85% or achieve the targets set by the Organisation.
    • Highlight aging breaks,open tasks to Team leads,Managers on time.
    • People,Team, Provide work direction and guidance to team members,ensure accuracy of the work of team members their ability to operate under deadlines and to work on multiple tasks.
    • Establish systems and procedures in the team.
    • Reporting to the manager on performance status and any escalations.
    • Guide and mentor team members from a process perspective to ensure delivery of SLAs.
    • Conduct team building activities to enhance motivation.
    • Conduct knowledge transfer sessions for new joiners in the team.
    • Conduct performance appraisals for team members provide input into the learning and career plans for team members.
    • Identify training needs of team members and provide coaching support to them.
    • Manage attrition and absenteeism.
    • Support recruitment efforts for the team.
    • Contribute to and participate proactively in knowledge sharing sessions.
    • Participate and contribute to organizational activities.
    • Provide work direction and guidance to team members.
    • Establish systems and procedures in the team.
    • Groom self and team to support vertical growth.
    • Allocate work and tasks to the team.
    • Report to the manager on performance status and any escalations.
    • Facilitate and participate proactively in knowledge sharing sessions.
    • Conduct team building activities to enhance motivation.
    • Conduct process training or refresher training if required.
    • Review VOC scores provides feedback and recommend refresher training whenever necessary.
    • Resignations,Absconder communication to Operations Manager.
    • Maintain EWS(Early warning system) for the team for tracking and proactively addressing people issues.

    Must Have Skills

    • Speaking English
    • MS Office
    • Banking Operations
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