Program Manager - Operations

Job Title: SDM (Service Delivery Manager)

Overview of role

Service delivery managers focus on maintaining good relationships with clients and improving the company's services to keep them satisfied. Depending on the company, these professionals can have both technical and administrative roles where they help resolve technical problems, manage team performance, track finances and control the quality of service delivery

Experience:

Minimum 12 years of overall Experience in middle management

Educational Qualification:

Graduate/ Post Graduation required

Key Tasks and Activities

Roles and Responsibilities

● Managing finances and budgets.

"Stakeholder/Business Management:

• Update trackers, Create/Update tickets, update required applications & tools and keep PM informed of new issues

• Respond through email and chat

• Provide updates and submit reports related to own area of work

• Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken

• Identify & suggest Business improvement opportunities

• Identify & drive opportunities to enhance service delivery & Customer experience

• Identify cost optimization opportunities

• Drive business excellence to add value to client

Process Improvements and Adherence:

• Ensure adherence to Quality norms and processes

• Ensure individual & team SLAs are met on processing transactions (if applicable)

• Ensure process guidelines are followed and met as documented

• Initiate and deliver on process improvement projects to improve process efficiencies

• Innovate opportunities to automate & reduce manual interventions

• Discuss/ suggest the way forward, improvement areas to the Customer/process

• Drive a culture of continuous improvement within the team

Project Control, Management and Review / Program delivery:

• Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines

• Conduct analysis, track services delivered

• Review process audit findings and take corrective action to prevent negative results

• Conduct Quality checks & periodical reviews for process adherence

• Handle supervisory calls and report to manager on performance, status and any escalations

• Responsible for day-to-day work, process flows and constantly endeavoring to be able to lead the team from the front

• Manage and ensure resolution of escalations and issues raised by customer

• Track process spends and highlights variances

• Interface with other departments for getting required assistance or support for the team.

• Manage available resources between sub processes and ensures that the entire project deliverable is met

• Optimum resource utilization through cross training initiatives, buffer management

• Engage with other processes to understand and implement best practices

Customer Relationship Management:

• Provide information, educate customer, troubleshoot, probe and fix issues

• Interact with Customers (internal / external) to meet process deliverables

• Create status reports for Customers (internal/external)

• Prepare and report process performance metrics to the Customer with the assistance of the Operations Manager

• Manage and resolve escalations and issues raised by Customers and Process Specialists

• Seek regular feedback from Customers and communicate to the team

People/Team:

• Contribute to and participate proactively in knowledge sharing sessions

• Participate and contribute to organizational activities

• Provide work direction and guidance to team members

• Establish systems and procedures in the team

• Groom self and team to support vertical growth

• Allocate work and tasks to the team

• Report to the manager on performance, status and any escalations

• Facilitate and participate proactively in knowledge sharing sessions

• Conduct team building activities to enhance motivation

• Conduct performance appraisals for team members– provide input into the learning and career plans for team members

• Identify training needs of team members and provide coaching support to them

• Conduct process training or refresher training if required

• Review VOC scores, provides feedback and recommend refresher training whenever necessary

• Resignations / Absconder communication to Operations Manager

• Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues

• Manage attrition and absenteeism

• Support recruitment efforts for the team

• Conduct knowledge transfer sessions for new joiners in the team

Personal Excellence:

• Record own attendance and time sheet related data

• Complete mandatory training for self as identified

• Complete mandatory training for self as identified in the training plan for the project"

#LI-VS5

コグニザントのコミュニティ 

コグニザントは、クライアントのビジネス、運営、技術モデルをデジタル時代に合わせて変革する、世界有数のプロフェッショナルサービス企業の一つです。私たちの独自の業界ベースのコンサルティングアプローチは、クライアントがより革新的で効率的なビジネスを構想し、構築し、運営するのを支援します。米国に本社を置くコグニザント（NASDAQ-100のメンバーであり、Forbesの2024年世界最高の雇用者の一つ）は、常に世界で最も称賛される企業の一つに挙げられています。コグニザントがどのようにしてクライアントがデジタルでリードするのを支援しているかについては、www.cognizant.comをご覧ください。

• コグニザントは世界中に300,000+上の社員を擁するグローバルな会社会社です。
•  私たちはより良い方法を考えるだけでなく、それを実現していきます。
• 私たちは正しいことを行うことで、社員、顧客、会社、地域社会に貢献します。
• キャリアを築いていくことができる革新的な環境を育んでいきます。

コグニザントについて 
コグニザント（Nasdaq-100: CTSH）は世界有数のプロフェッショナル・サービス企業であり、企業がテクノロジーの近代化、プロセスの再構築、エクスペリエンスの変革を実現し、変化の激しい世界で優位に立てるよう支援しています。

コグニザントは機会均等雇用を実践しています。応募および候補者としての選考は、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人としての地位、または連邦法、州法、もしくは地方自治体の法律で保護されているその他の特性に基づいて行われることはありません。

求人情報の検索や応募書類の提出に配慮を必要とする障害をお持ちの方は、[email protected] までご要望と連絡先をお知らせください。

免責事項 
報酬情報は、この掲載日現在のものです。コグニザントは、適用される法律に従い、いつでもこの情報を修正する権利を有します。
応募者は面接に直接またはビデオ会議で出席する必要がある場合があります。また、各面接時に身分証明書の提示を求められる場合があります。