General Manager Operations

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!

Qualifications:

• Graduate, postgraduate, doctorate, or equivalent qualification.
• Minimum of 10 years of Operations Management experience, with Healthcare and Life Sciences Contact Center experience preferred.
• Willing to work onsite in Taguig

Roles and Responsibilities

• Understand overall service and program performance and communicate relevant updates to the client counterpart.
• Ensure delivery of service metrics, fulfilment of client commitments, and adherence to contractual requirements.
• Assist in drafting contractual documents, including change orders.
• Participate in established governance meetings and ad hoc client teleconferences or video calls.
• Present program performance summaries, alignment with service goals, reasons for performance variance, corrective actions, and resolution timelines.
• Collaborate closely with Operations teams to obtain diverse inputs, generate ideas, and analyze operational risks.
• Support the management of client escalations, Root Cause Analysis, and Corrective and Preventive Actions.
• Work across functional boundaries to mitigate risks, establish common goals, and deliver business value.
• Liaise with client representatives on automation and process-improvement initiatives and lead related projects within the account.
• Facilitate the timely resolution of issues and escalations.
• Manage end-to-end delivery, including budgeting, revenue and cost management, capacity planning, and financial tracking and reporting.
• Report the financial status of assigned projects to senior leadership.
• Communicate and collaborate with clients to enhance business outcomes and optimize cost and productivity.
• Lead and guide Operations Managers in implementing client-approved process-improvement initiatives.
• Manage resources, attrition, and quality performance.
• Identify failure points affecting the business or customer and implement appropriate preventive and corrective measures.
• Act as a change agent and collaborate with Quality, Transition, Training, On-site teams, and clients.
• Drive improvements in quality, efficiency, cost, and customer value across the assigned client engagement.
• Understand the client's core objectives and ensure that committed timelines are met.
• Identify key program requirements through a structured design and implementation process.
• Ensure that existing and newly specified client requirements are effectively implemented.
• Conduct skip-level meetings and organize team-building programs.
• Communicate messages and updates from senior management to team members through town halls and team meetings.
• Implement and meet Business Continuity Plan requirements in accordance with contractual obligations.
• Ensure timely and documented adherence to security and compliance policies and procedures within the service-delivery scope.
• Handle client escalations, where applicable.
• Design and implement Key Performance Indicator measures, measurement systems, and visual tracking controls or dashboards.
• Monitor and manage process performance to support sustainability and continuous improvement.
• Drive attrition-management initiatives.

Key Measurable Accountability

• Critical service-level metrics.

Essential Skills

• People management
• Client management
• Leadership skills

Why Join Us:

At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat—you're building a future.
• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Your future starts here—grow, thrive, and make an impact with Cognizant.