Educational Attainment:
- Graduate / Postgraduate of any 4yr course
Key Requirements:
- Should have handled a team of 300+ associates, for a 24X7 operations
- 12+ years relevant experience as a Senior Manage level with a major portion in team leading responsibilities
- Sound understanding of the BPO industry processes, specifically Contact Center set up & matrices
- Should have excellent knowledge of CSAT/CX/VOC/NPS metrics and has worked with either of them in previous experience.
- Willingness to work in night shifts, shifting schedule and or weekends if needed.
- Must be a very hands on individual who can roll up his/her sleeves to accomplish the desired results
- Analytical Skills: Ability to use systematic, disciplined and data driven methods that get to root causes and solution identification
- Decision making: Exercises administrative judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area
- Quality: Demonstrates accuracy and thoroughness and overall quality of work is as per the requirements specified
- Teamwork: Gives and welcomes feedback, contributes to building positive team spirit, supports everyone's efforts to succeed
- Communication: Clear and good verbal and written communication skills; expresses opinion without hesitation
- Ethics: Treats people with respect, keeps commitments and works with integrity
To Lead and Manage Delivery Operations which includes following operations:
- Lead Service delivery
- Improve operating efficiency
- Develop people
- Develop relationship with client counterparts
- Manage contract terms and conditions
- Coordinate and manage assigned capability roles
Operational Responsibilities/Authorities:
- Makes independent decisions, which have major day-to-day impact in area of responsibility, and may influence direction of other areas
- Accountable for results of work to both Cognizant and client
- Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones
- Contributes to policy setting at a senior level
- Responsible for medium-term planning, objective setting, and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals
- Identifies, assesses and resolves complex business problems/issues and provides alternative scenarios
- Provides and implements business-focused solutions within time/cost constraints
- Self-directed within broad goals and strategic direction in satisfying organization or client objectives
- Responsible for communication of strategy, initiatives, local plans and performance metrics across own area of responsibility
- Accountable for developing and managing key internal/external client relationships across sphere of influence, including situations in which no relationship previously existed
- May identify business development opportunities and communicate them to senior management
- Accountable for operational direction of complex or large function or project, or medium size unit within stable mature operation, or key element of volatile environment
- Responsible for fulfillment of contractual obligations/completion of deliverables within own area of responsibility
- Accountable for performance against financial parameters, and monitors and reports on budgetary aspects within own area
- Initiates and promotes continuous improvement programs across sphere of influence
- Manages and ensures consistent application of human resource processes including career development, salary review, resources and performance management within area of responsibility
- Evaluates direct reports, and provides formal counseling and mentoring to staff.
- Defines and manages group/team structures and resource levels to support business needs
- Understands the relevant aspects of the client products/services supported
- Concentrates on fostering processing efficiencies while meeting quality standards
- Demonstrates thorough understanding of client relationships/business practice.
- Contributes broad and deep knowledge in areas of functional or business specialization across a broad operational framework/range of projects
- Displays exemplary analysis and problem-solving capabilities
Soft Skills/General
- Strong leadership skills
- Strong analytical skills
- Strong communication skills with all levels of employees and management
- Ability to learn quickly through self-study, classroom, and hands-on experience
- Ability to perform special projects as needed in addition to daily responsibilities
- Ability to organize staff and supervise workload for maximum efficiency
- Strong organizational skills
- Presentation skills
Working Conditions
- Moderate travel depending on project involvement
- Flexibility to work straight night shift and overtime, or swing shift.
- Overtime and On-Call may be required
- Willingness to periodically travel internationally for 2-3 weeks at a time might be required
- Client holidays are observed instead & on occasion important local holidays
