Service Delivery Manager/Deputy General Manager - B&L
Qualification :
Graduate,MBA(exclusions MCA,BCA,BTech depending on the type of project)
Responsibility :
Business,Customer
• Acts as a L2 point of contact for escalations.
• Interacts with Client,customer to manage and resolve customer requests through effective queue management (prioritization of demand).
• Address the issues proactively.
• Provides project updates.
• Updates and reports all metrics related to area of work.
• Identify cost optimization opportunities.
• Project,Process,Ensure process deliverables are met.
• Act as an SME for geography specific business domain and regulations.
• Identify and drive opportunities to enhance service delivery.
• Handle advanced level escalations from client.
• Document all process changes.
• Manage quality of the process and drive process improvements.
• Identification and mitigation of risk.
• Adhere to the mandatory industry regulation and compliance requirements for the given process.
• Knowledge Management,Provide domain based guidance to the team at various stages of Transaction processing.
• Create documentation appropriate for the reusable assets,best practices,case studies,POVs.
• People,Team Management.
• Ensures alignment to org driven metrics and hygiene needs in terms of.
• a.
• Pyramid and Span.
• b.
• Job Rotation of resources.
• c.
• Cross Skilling of Resources.
• Resource Management.
• Mentors,coaches and grooms teams members to grow.
• Drives teams learning and innovation index goals.
• Delegates assigns and reviews tasks given to team members for accuracy.
• Performance Management and development plans.
• Manages attrition and absenteeism.
• Ensure Accurate Tracking and collating of Quality and KPI metric data.
Good To Have Skills
• Mortg Origination Underwriting
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Oct 20 2021
About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @USJobsCognizant. Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
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.
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