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    Associate - Projects - Noida, India - Cognizant India, Cognizant Technology Solutions

    Cognizant India, Cognizant Technology Solutions
    Cognizant India, Cognizant Technology Solutions Noida, India

    3 days ago

    Default job background
    OTHER
    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 periodical reviews for process adherence.
    • 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– provide input into the learning and career plans 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
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