About Us:

Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients toughest problems and enabling them to thrive in the digital era. Join us and Be Cognizant!

Basic Qualifications:

College graduate. MBA would be an added advantage
Availability of US Visa is desirable
Willingness to work on night shift
Must be willing to work onsite

Essential Skills:

Experience in US Insurance industry space is mandatory
Candidates with -Retirement product experience, industry certification such as LOMA, FINRA and INS etc will have added advantage
Strong client management, leadership, people management & communication skills
Familiarity with project management practices & processes
Exposure to process modelling techniques is essential
Six Sigma Green Belt/ Black Belt trained or certified
Intermediate to advanced skills in word processing, spreadsheet, database and presentation applications
Excellent written and verbal communication skills
Has a positive customer-focused outlook
Strong collaborative skills
Inspires others to deliver service excellence
Strong interpersonal skills
Ability to work well under pressure and to meet tight deadlines
Accurate attention to detail
Conscientious approach to work
Strong decision-making skills
Excellent planning and organizational skills
Can emphasize and drive teamwork
Analytical, reporting and problem-solving capabilities
Customer service excellence orientation

Scope of Responsibilities:

Manage a team size of 200 and up with multiple LOB
Reporting of data and metrics to the General Manager for their respective Business Unit
Strong management skills, with a proven ability to motivate, lead and develop the team
Can provide evidence of when and how excellent customer services was delivered
Works in partnership with internal and external teams to deliver focused customer strategies
Prepare client status reports and participate in client's reviews
Point of Contact to the client and manages process escalations from beginning to resolution
Good understanding of the operational drivers behind what drives great customer experience
Experienced in change management and can demonstrate improvements on the back of implementation
Coaching and feedback, responsibility for delivery of the defined complaints management process
Contribute for the initial hiring and selecting process of team members
People Management, including all HR related issues, feedback, appraisals as well as staff development
Motivation and Engagement, leadership of the team and developing future leaders
Ensure resource optimization
Sound operational strengths- Capacity Planning and Resource Management, Travel readiness, etc
Assist in preparation of offshore training strategy in terms of training methodology, duration and desirable outcomes
Strong retention and Employee engagement strategies

Senior Operations Manager for Retirement Insurance