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    Deputy General Manager - Escazu, Costa Rica - Cognizant

    Cognizant
    Cognizant Escazu, Costa Rica

    hace 2 semanas

    Default job background
    De jornada completa
    Descripción

    Delivery Head

    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.
  • • Projects ehancement for Revenue growth.
  • • Revenue Forecasting.
  • • Contract Agreement.

    • 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.

    • 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.
  • • Driving Forums on Thought sharing for project improvement.
  • • Whitepaper Writing.
  • • Automation Oppurtunity.

    • 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.
  • • Tool Building Workflows etc.
  • • Drive.
  • ? a culture of proactive risk identification within the process.

    • 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.
  • • Leadership assimilation.

    • Must Have Skills

  • Customer Service

    • Good To Have Skills

  • Speaking English

    • Employee Status : Full Time Employee

    Shift : Day Job

    Travel : No

    Job Posting : May

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