Cognizant India| Cognizant Technology Solutions

Business Manager - Operations

Qualification:

• Education:
Post Graduate (preferably MBA), PMP certification or relevant domain certification

Responsibility:

Stakeholder/Business Management:
• • Deliver on financial goals for the business.
• • Prepare and report process performance metrics to stakeholders.
• • Participate in management discussions (Governance discussion, Management forums with customer).
• • Identify key cost drivers and ensure they are optimized.
• • Proactively identify opportunities for additional business with customer.
• • Identify opportunities for growth & deliver on growth commitments (number of people).
• • Anticipate & plan for new business & get involved in hiring.
• • Share value addition and best practices across teams.
• • Adopt best practices from other processes/ verticals etc.

Process Improvements and Adherence:
• • Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms.
• • Initiate and deliver on process improvement projects to improve process efficiencies.

Project Control, Management and Review / Program delivery:
• • Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.
• • Ensure proper documentation and knowledge transfer as per project plan and schedule.
• • Work with support functions to enable infrastructure support to team and ensure zero downtime.
• • Prepare for infrastructure and other growth related requirements.
• • Ensure resource utilization and scheduling of end to end work.
• • Plan for resources based on volume projection and current available head count and allocate responsibilities.
• • Effective forward planning in terms of process delivery, people & client engagement.

Customer Relationship Management:
• • Manage customer relationships through regular communication with clients through weekly/ monthly reviews.
• • Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer.
• • Attend customer calls and meetings, proactively flag issues and prevent surprises.
• • Manage and resolve escalations and issues raised by customers.
• • Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.
• • Analyze customer feedback at desired intervals and initiate ways to improve the score.

People/Team:
• • Provide guidance and mentorship to team.
• • Drive knowledge management and continuous up skilling of the team.
• • Conduct performance appraisals for team members.
• • Manage attrition through skip level meetings, planning interventions, engagement calendars.
• • Identify training needs for direct reports and ensure domain/developmental trainings needs are met.
• • Participate in organizational initiatives such as recruitment drives, training programs etc.
• • Deliver communication received from senior management to the team members though town halls, team meetings.

Must Have Skills
• Customer Service
• Services and Support