Senior Manager at Cognizant in San Jose, California

Job Description:

Job Responsibilities

This is a role that requires the Candidate to keep the big picture in focus. As an Operation Lead, the Candidate will lead complex, multi-disciplinary projects. The Candidate will plan requirements with client customers and usher projects through the entire project lifecycle. This includes managing project schedules, identifying risks and clearly communicating goals to project stakeholders. The projects will span offices, time zones and hemispheres, and it's the Candidate’s job to keep all the players coordinated on the project's progress and deadlines.

Better understanding and should work closely with the PEX team.

Should be able to handle a large scale of operations (Team of 150 and more)

Responsibilities

• Responsible for and owner of customer experience quality and service delivery. Responsible for the overall direction, coordination, and evaluation of the teams under management. Understands and demonstrates core values and Leadership Principles.

• Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures. Mentors others in developing Leadership behaviors. Hires, manages, and develops high performing teams.

• Actively seeks to understand core business values and initiatives, and translates those into everyday Customer Service practices. Works with the Regional Lead to determine strategy to achieve overall business goals. Shapes the direction of the team, keeps them focused and motivated to deliver the right results.

• Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making. Understands how to position the organization for success. Effectively applies best practices to all strategic decisions.

• Maintains a complete and thorough understanding of technical systems in a complex automated customer service center. Implements change or develop new processes as necessary to provide the ability to better service multiple work types. Continually measures and evaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods.

• Demonstrates emotional maturity and grace under pressure in all communications. Builds positive productive relationships with many stakeholders and partners around the world.

• Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies. Deals with the complexity of multiple lines of business. Demonstrates flexibility in work hours based on business need.

Skill & Qualification

• The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.

• Demonstrated ability managing and developing large high performance teams of associates/managers is required. Demonstrated familiarity with general principles of workflow in an inbound call/ chat/ email center, and current technologies to help manage that workflow. Must possess exceptional analytical capabilities.

• The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment. A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is required.

• The ideal candidate will have at least 10 or more management experience in a fast paced, rapidly changing operations environment.

• Should be currently working as Senior manager in an MNC BPO in Customer Care process in an International process in an MNC BPO.

• Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required. A bachelor's degree, or higher, in operations, or a related field, is required.

• The ideal degree would be in engineering, operations, supply chain or a related field. An advanced degree in a quantitative field is preferred (mathematics, stats, engineering, or science or an MBA).

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. 

Technical Skills

SNo	Primary Skill	Proficiency Level *	Rqrd./Dsrd.
1	Customer Service	PL3	Required

 

* Proficiency Legends

Proficiency Level	Generic Reference
PL1	The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2	The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3	The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4	The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

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