Senior Delivery Manager / Team Manager

Job Summary

Cognizant Technology Solutions Asia Pacific Pte. Ltd
Social Media
Kuala Lumpur
Years of Experience
8 - 15 years
Customer Service/Call Centre/BPO
Posted On
18th Jul 2019
Service Delivery Manager,Team Manager,Team Handling,SLAs,Stake Holders Relationship,Data Analysis

Job Description:

Core Competencies

• Strong Presentation and Data Analysis skills

• Multiple stakeholder management; Forecasting skills; Good in analytical thinking, problem solving, Feedback & Coaching Skills

• High degree of problem-solving and analytical skills with strong attention to detail required.

• Proven track record of exceptional performance and high productivity

• Ability to work in a fast-paced, constantly evolving environment

• Ability to manage multiple tasks and competing priorities effectively under pressure and short time lines.

• Excellent client interfacing and process management skills

• Strong problem solving abilities are must

• Should have problem solving and out of box thinking

Other Requirements (Certification, etc.)

• Candidate should be comfortable to work in 24*7 shifts with rotational weekly offs

• Ability to manage critical situations with minimum supervision

• Customer service orientation and ability to work in a team

• Ability to perform in adverse situations

• Should be comfortable working with explicit & extremely sensitive content

Detailed Role & Responsibilities (Please include Shift timings & Client Incentives as applicable)

• Excellent Client Management skills and meet all SLA’s/KPI’s and need to come up with a detailed CAPA in case of any miss and avoid any such instance in the future.

• Primarily should be able to raise any risk and work towards mitigating it rather than missing any SLA/KPI

• Directs & supervises team to achieve assignments using established guidelines, procedures and policies

• Under the direction of the site leads, implement strategies to successfully manage the day to day operations

• Plan, organize and prioritize work efficiently, multi-task, and work well under pressure with minimal direction

• Set a healthy environment in the team and positive mind frame in the individual

• Involved in Hiring & staffing for the segment

• Working with team across globe with different stakeholders

• Responsible for managing a team of 5+ TL’s

• Mentor and groom the TL’s as per the career growth options

• Motivate and drive the team to ensure timely deliverables

• Collate, present Weekly Business Review dashboard to client

• Execute a comprehensive quality assurance processes

• Track and report daily volumes and quality stats to the delivery manager and other stakeholders

• Co-ordinate with non-operations team to make sure smooth BAU

• Should work with the PeX team on transformation and innovation index on the top

• Maintain tracker at all levels (client updates, performance management etc.)

• Review team and assist TL’s on bottom quartile management

• Should forecast staffing raise SO’s as required and manage scheduling accordingly

• Help improve the defined processes as we create more automation and gather information

• Maintaining attrition & making sure the backfills are available on time avoiding the business impact.

We kindly request you to go through the JD above and confirm your interest by submitted your Updated resume for further perusal.

About Us:

Cognizant is a global leader in business and technology services that helps Clients bring the future of work to life – today – in a business environment that is being transformed by accelerating globalization, virtualization, and the shift toward cloud technologies.

We continuously seek the “best and the brightest” when we recruit new employees, and we’re consistently an “employer of choice” at leading engineering and business schools around the world. Our domain industry specialists have well-established backgrounds working with companies in the industries we serve.

Our teams and their talent are a principle reason that we consistently outperform the competition.