Sr. Manager - BPO

Position Summary

• DGM shall ensure that the project team delivers to the expectations of the customer / client and internal stakeholders (operations, account team). DGM shall also provide goals and objectives to the team, manages escalations / issues, and provide support to the operations team whenever required.

Key Result Areas

• Meet /exceed the Revenue and Margin target for the program
• Ensure that the team adheres to quality and delivery standards – no escalations from client on the quality of the deliverables
• Provide support to the operations whenever required
• Lead transition of new processes
• Manage escalations / issues reported
• Ensure no compliance issues w.r.t accuracy audits and reporting in internal and external compliance audits
• Meet all SLAs
• Identify and run projects for continuous improvement

Responsibilities

Business / Customer

• Ensure that the team meets the delivery standards expected by the client w.r.t both the quality and timeliness of Audits
• Ensure that the team shall deliver to the customers / clients expectations
• Ensure On time Audits
• Ensure reduction in the occurrence of defects per agreed goals
• Provide expertise in terms of the auditing process, sample sizes, metrics base lining and measurement system analysis to the clients / customers during new process transition
• Have proper governance mechanism in place to identify any bottle necks and early warnings on contractual deliverables related to quality
• Ensure the team’s skill levels are enhanced for better delivery Quality processes

Project/Process

• Review staffing, scheduling, scoping, sampling and calibration and ensures that these activities are conducted accurately, timely and with adherence to quality standards.
• Lead / supervise defect reduction initiatives / projects
• Staff leads on issues.
• Work with operations stakeholders to identify any ongoing issues and works towards resolving those. Publishes dashboards to stakeholders after review.
  • Staff leads on issues and reviews team deliverables on a periodic basis.
• Lead / supervise continuous process improvement initiatives / projects

People / Team

• Provide leadership / guidance to the team in meeting their goals and objectives
• Motivates team members through appropriate rewards and recognition programs.
• Sets goals and accountabilities to his / her team and reviews them periodically. He / She revise these goals as appropriate.
• Identify training needs for direct reports and ensure domain/developmental trainings needs are met
• Conducts regular one-on-ones with the team members to understand ongoing
• Conduct performance appraisals for team members
• Manage attrition through skip level meetings, planning interventions, engagement calendars
• Deliver communication received from senior management to the team members though town halls, team meetings
• Participate in organizational initiatives such as recruitment drives, training programs etc.

Degree of Independence/Supervision required

• Receives guidance from leadership on broad goals and objectives to be achieved. Executes responsibilities independently related to self and team (direct/indirect) with periodic review of results and metrics.

Team Management Responsibilities

Qualification

• Education: Graduate with relevant experience
  • GB certified preferred
• Minimum Experience required : Should have 12 plus years of experience in managing business processes

Employee Status :Full Time Employee

Shift :Day Job

Travel :No

Job Posting :Mar 02 2023

Cognizant (Nasdaq-100: CTSH) is one of the world’s leading professional services companies, transforming clients’ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.