Operations Manager
Description
- Involve in building up an understanding of the stakeholder’s requirements, defining and improving the solution process and pre-sales processes and evaluating business value, building business cases; whilst ensuring compliance with the company and, for existing customers, the account standards
- Analyzes and interprets customer business needs and frame their requirements in terms of Cognizant’s portfolio solutions
- Lead automation and process improvement initiatives along with the PEX team
- Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution
- Gain understanding across tools to guide and coach team on quality and user experience towards continuous improvement
- Manage operations and provide recommendations to strategic plans and reviews; prepare and complete action plans; implement production, manage productivity, quality and shrinkage; resolve problems; complete audits; identify trends
- Responsible for delivering & exceeding contractual metrics for all the projects assigned to
- Manage the daily operations of the team like volume, leaves, shift rotation escalations etc
- Forecast requirements; prepare and report monthly revenue variance/forecast
- Develop operations process by determining best practices; develop, implement, enforce and evaluate policies and procedures
- Serve as primary point of contact for customer escalations and communicate with the team and devise ways of improving the customer experience, including resolving problems and escalations
- Perform RCA (Root Cause Analysis) on escalations
- Lead & follow P0/P1 issue triaging and escalations
Responsibilities and Duties
- Excellent ability to delegate responsibilities while maintaining organizational control and customer service
- Demonstrated operational abilities. Ability to drive impact in a fast-paced environment while maintaining careful attention to detail.
- Effective communication skills, with the ability to provide updates to senior executive leadership.
- Delivery-focused mindset, with the drive to solve complex problems through analytics and structured root cause problem-solving
- Demonstrated motivation and interest in making tools that work seamlessly for our sales representatives.
Required Experience, Skills and Qualifications
- Involve in building up an understanding of the stakeholder’s requirements, defining and improving the solution process and pre-sales processes and evaluating business value, building business cases; whilst ensuring compliance with the company and, for existing customers, the account standards
- Analyzes and interprets customer business needs and frame their requirements in terms of Cognizant’s portfolio solutions
- Lead automation and process improvement initiatives along with the PEX team
- Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution
- Gain understanding across tools to guide and coach team on quality and user experience towards continuous improvement
- Manage operations and provide recommendations to strategic plans and reviews; prepare and complete action plans; implement production, manage productivity, quality and shrinkage; resolve problems; complete audits; identify trends
- Responsible for delivering & exceeding contractual metrics for all the projects assigned to
- Manage the daily operations of the team like volume, leaves, shift rotation escalations etc
- Forecast requirements; prepare and report monthly revenue variance/forecast
- Develop operations process by determining best practices; develop, implement, enforce and evaluate policies and procedures
- Serve as primary point of contact for customer escalations and communicate with the team and devise ways of improving the customer experience, including resolving problems and escalations
- Perform RCA (Root Cause Analysis) on escalations
- Lead & follow P0/P1 issue triaging and escalations
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