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    Operations Manager - Escazu, Costa Rica - Cognizant Technology Solutions

    Cognizant Technology Solutions
    Cognizant Technology Solutions Escazu, Costa Rica

    hace 6 días

    Default job background
    OTHER
    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
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