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Purpose of the Role:

• Managers focus on the operational metrics of sourcing related to leads generated and validated.

* Manage daily operational targets

* Help to build good client relation by projecting weekly, fortnightly and monthly target movements

. Recruiting internal associates and effectively managing associate appraisals

. Regular update of Client Policies and update dissemination ownership.

• Managers manage the verification of the processed cases by the team.

* Checkers for the special operations on critical cases

* Manage the escalation queues for the team members

* Manage daily absenteeism to maintain productivity targets

* Managers provide day to day inputs to team members on queues for work depending on risk and complexity of cases.

* Strategies based on the current clean up activities that Operations has to run.

• Training and facilitation skills to conduct knowledge management sessions on product / market

• Ability to handle “edge cases” where product / market policy is not clearly defined and refine policy, where applicable

• Lead calibration and quality management sessions between reviewers to drive consistent UX

• Strong understanding of underlying technologies and analytical models such as Mobile phone and watches

• Ability to manage operations for large teams through appropriate process, metrics and performance management design and models

• Lead client governance at product / market level:

* Validation of Client / Vendor reports

* Query Validations for the team

* Gather requirements for the Dashboard and basis which prepare and finalize the review decks

*Tracking Daily Operations

Areas of Responsibilities:** **Project Control, Management and Review / Program delivery:

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

• Conduct analysis, track services delivered

• Review process audit findings and take corrective action to prevent negative results

• Conduct Quality checks & periodical reviews for process adherence

• Handle supervisory calls and report to manager on performance, status and any escalations

• Responsible for day-to-day work, process flows and constantly endeavoring to be able to lead the team from the front

• Manage and ensure resolution of escalations and issues raised by customer

• Track process spends and highlights variances

• Interface with other departments for getting required assistance or support for the team.

• Manage available resources between sub processes and ensures that the entire project deliverable is met

• Optimum resource utilization through cross training initiatives, buffer management

• Engage with other processes to understand and implement best practices

Customer Relationship Management:

• Provide information, educate customer, troubleshoot, probe and fix issues

• Interact with Customers (internal / external) to meet process deliverables

• Create status reports for Customers (internal/external)

• Prepare and report process performance metrics to the Customer with the assistance of the Operations Manager

• Manage and resolve escalations and issues raised by Customers and Process Specialists

• Seek regular feedback from Customers and communicate to the team

People/Team:

• Contribute to and participate proactively in knowledge sharing sessions

• Participate and contribute to organizational activities

• Provide work direction and guidance to team members

• Establish systems and procedures in the team

• Groom self and team to support vertical growth

• Allocate work and tasks to the team

• Report to the manager on performance, status, and any escalations

• Facilitate and participate proactively in knowledge sharing sessions

• Conduct team building activities to enhance motivation

• Conduct performance appraisals for team members– provide input into the learning and career plans for team members

• Identify training needs of team members and provide coaching support to them

• Conduct process training or refresher training if required

• Review VOC scores, provides feedback and recommend refresher training whenever necessary

• 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

• Conduct knowledge transfer sessions for new joiners in the team

**Travel:** Ability to travel upto 10% to domestic / international as needed.

Education:

Bachelor’s degree preferred. Knowledge of CRM tools & MS office tools, especially (Excel, PowerPoint); exposure to QA/QC

**Salary and Other Compensation** :

The annual salary for this position is between $90,000 – $109,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

**Benefits** : Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

+ Medical/Dental/Vision/Life Insurance

+ Paid holidays plus Paid Time Off

+ 401(k) plan and contributions

+ Long-term/Short-term Disability

+ Paid Parental Leave

+ Employee Stock Purchase Plan

**Disclaimer:** The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.