Service Delivery Manager Job in Cognizant

Deputy General Mgr - R2R

Qualification:

Responsibility:

Business/ Customer:

• Manage customer relationships through regular communication with clients through weekly/ monthly reviews.

• Discuss operational issues and Critical to Quality (CTQ) delivery and.

• Attend customer calls and meetings, proactively flag issues and prevent surprises.

• Anticipate & plan for new business & get involved in hiring.

• Proactively identify opportunities for additional business with customer.

• Manage and resolve escalations and issues raised by customers.

• Prepare and report process performance metrics to stakeholders.

• Participate in management discussions (Governance discussion, Management forums with customer).

• Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.

• Analyze customer feedback at desired intervals and initiate ways to improve the score.

• Identify opportunities for Growth & deliver on growth commitments (number of people).

• Identify key cost drivers and ensure they are optimized.

• Adopt best practices from other processes/ verticals etc.

• Share value addition and best practices across teams.

• Delivering service that meets/exceeds client expectations, meet Cognizant P&L goals, and build a team of motivated people with strong domain skills, while developing their personal capabilities in the domain of accounting to ensure SLAs are met as agreed for customer satisfaction.

Project / Process:

• Ensure proper documentation and knowledge transfer as per project plan and schedule.

• Drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines.

• Initiate and deliver on process improvement projects to improve process efficiencies.

• Work with support functions to enable infrastructure support to team and ensure zero downtime.

• Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms.

• Resource utilization and scheduling of end to end work.

• Prepare for infrastructure and other growth related requirements.

• Plan for resources based on volume projection and current available head count and allocate responsibilities.

• Effective forward planning in terms of process delivery, people & client engagement.

Knowledge Management:

• Responsible on documenting any change in process/metrics and work with internal teams to ensure the same is being addressed and closed.

People/Team Management:

• Conduct performance appraisals for team members.

• Drive knowledge management and continuous up skilling of the team.

• Identify training needs for direct reports and ensure domain/developmental trainings needs are met.

• Manage attrition through skip level meetings, planning interventions, engagement calendars.

• Participate in organizational initiatives such as recruitment drives, training programs etc.

• Deliver communication received from senior management to the team members though town halls, team meetings.

Must Have Skills

• Cash & Liquidity Forecasting

Good To Have Skills

• Allocation Method&Static Mgmt

• Cost Allocations

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : Apr 14 2020

About Cognizant