Role Summary
The Director, IOA will serve as the senior delivery leader for Cognizant's Retail & Consumer Goods, Travel & Hospitality, Manufacturing and Logistics accounts in the Philippines, with full accountability for delivery excellence, account profitability, and client satisfaction. The role requires a seasoned operations leader who can govern large-scale, multi-project engagements, partner closely with client and Markets stakeholders, and drive account growth while maintaining operational rigor across a global delivery model.
Detailed Job Description
• Serve as the single point of delivery contact for Retail, Manufacturing and Logistics accounts in the Philippines, representing Cognizant's delivery organization to client leadership.
• Own the P&L for all Philippines-based accounts, driving revenue, margin, and profitability targets.
• Anchor and lead Steering Committee meetings, presenting delivery status, risks, and performance across all projects.
• Maintain regular engagement with client points of contact and the Cognizant Markets team to keep stakeholders aligned on delivery priorities and outcomes.
• Coordinate collaboration across all location POCs to create synergies, share best practices, and ensure seamless delivery.
• Oversee project team activities to ensure quality and timely program execution, and review solutions and estimates for new opportunities.
• Report on SLAs, performance metrics, and other critical hygiene factors that affect account health.
• Keep engagement objectives aligned with the client's evolving business direction.
• Support the Client Relationship Manager and Client Partner in business development activities to grow mindshare and market share within the account.
• Manage and resolve internal escalations across project teams quickly and constructively.
• Lead BPO delivery for Retail and Consumer Goods clients across omnichannel customer care (voice, chat, email, social and messaging), order management, returns and refunds, and customer retention services.
• Own end-to-end experience outcomes for retail and consumer goods clients, driving CSAT, NPS, first contact resolution, average handle time, quality, and brand-voice adherence, and feeding voice-of-customer insights back to client business teams.
• Plan and manage seasonal and promotional demand peaks (holiday periods, mega-sale events, product launches) through demand forecasting, workforce planning, flexible staffing models, and rapid ramp-up and ramp-down.
• Oversee retail and consumer goods back-office services such as order-to-cash support, product catalogue and content management, returns and claims processing, supplier and distributor query management, and trade promotion and merchandising support.
• Drive automation and AI-led transformation (chatbots, virtual agents, agent assist, RPA, analytics) to improve deflection, reduce cost-to-serve, and enable outcome-based and transaction-based commercial models.
• Ensure compliance with data privacy (including the Philippines Data Privacy Act), PCI-DSS for payment handling, consumer protection requirements, and product safety and recall protocols.
• Safeguard service continuity through robust business continuity planning across sites and work-from-home or hybrid models, including readiness for typhoons and other local disruptions.
Technical Skills and Qualities Required
• Bachelor's degree.
• 20+ years of experience managing large-scale delivery engagements predominantly in Operations.
• Hands on Experience in managing Retail & Consumer Goods, Manufacturing and Logistics business domains.
• In-depth understanding of the Philippines operating environment, with a minimum of 8 years of in-country experience.
• Ability to work independently to manage an entire program, its stakeholders, and its projects, multitasking effectively in a fast-paced organization.
• Strong understanding of financial management, revenue forecasting, and profitability management.
• Excellent client management, relationship building, and escalation management skills.
• Proven ability to collaborate and resolve conflicts within a diverse matrix organization, both internally and with clients, and to expand the portfolio through incremental business development, supported by extensive experience with the global delivery model.
• Demonstrated track record of achieving profitability targets through levers such as pyramid optimization and automation.
• Proven BPO or customer experience operations track record with Retail, E-commerce and Consumer Goods clients, including managing seasonal peaks and omnichannel service delivery at scale.
• Experience delivering BPO or customer experience services for Travel and Hospitality clients such as airlines, online travel agencies, hotels and resorts, cruise lines, car rental, and travel management companies.
• Working knowledge of travel and hospitality systems and metrics, such as GDS and property management or reservation platforms, along with RevPAR-linked service goals, booking conversion, upsell and cross-sell performance, and guest satisfaction scores
• Working knowledge of retail and consumer goods processes and metrics, including order management, returns and reverse logistics, loyalty programs, and cost-to-serve, along with relevant CRM, contact center, and workforce management platforms.
• Experience structuring and managing outcome-based and transaction-based commercial models, and leading transformation programs that deliver measurable CX and cost improvements for retail and consumer goods clients.
• Understanding of fraud, chargeback, and payment-related risks in retail and e-commerce operations, and of data privacy and PCI-DSS compliance requirements.
• Understanding of compliance and risk considerations specific to the sector, including payment and PCI-DSS requirements, data privacy for traveler and guest information, and fraud and chargeback management.
Technical Skills and Qualities that
• Bachelor of Arts; Diploma in Industrial Safety, Fire Engineering and Environmental Science.
• 20+ years of experience managing large-scale contact center operations, covering strategic business planning, operations management, process improvement, SLA management, project management, and statutory compliance.
• 5+ years of experience managing Retail, Consumer Goods, Travel & Hospitality clients at leadership levels.
• Six Sigma Black Belt certification, awarded by Anexas Consultancy Services (a group company of Anexas Europe).
ข่าวประชาสัมพันธ์แบบสำเร็จรูปของ Cognizant
Cognizant(NASDAQ: CTSH) คือผู้สร้าง AI และผู้ให้บริการด้านเทคโนโลยี ซึ่งเชื่อมช่องว่างระหว่างการลงทุนใน AI และมูลค่าขององค์กรด้วยการสร้างโซลูชัน AI แบบครบวงจรให้แก่ไคลเอนต์ของเรา ความเชี่ยวชาญเชิงลึกด้านอุตสาหกรรม กระบวนการ และวิศวกรรมของเรา ช่วยให้เราผสานบริบทเฉพาะขององค์กรเข้ากับระบบเทคโนโลยีเพื่อเพิ่มศักยภาพมนุษย์ สร้างผลลัพธ์ที่จับต้องได้ และช่วยให้องค์กรระดับโลกก้าวนำหน้าอยู่เสมอในโลกที่เปลี่ยนแปลงไป ดูวิธีดำเนินการได้ที่ cognizant.ai หรือ @cognizant
ข้อมูลการจ้างงานเพิ่มเติม
ข้อมูลเกี่ยวกับค่าตอบแทนมีความถูกต้อง ณ วันที่ประกาศรับสมัครงานนี้ Cognizant ขอสงวนสิทธิ์ในการแก้ไขข้อมูลดังกล่าวได้ตลอดเวลา ภายใต้กฎหมายที่เกี่ยวข้อง
ผู้สมัครอาจถูกขอให้เข้ารับการสัมภาษณ์แบบพบตัวต่อตัวหรือผ่านการประชุมทางวิดีโอ นอกจากนี้ ผู้สมัครอาจถูกขอให้นำเอกสารประจำตัวที่ออกโดยหน่วยงานของรัฐ หรือบัตรประจำตัวที่ออกโดยรัฐบาลซึ่งยังมีผลบังคับใช้ มาแสดงในระหว่างการสัมภาษณ์แต่ละครั้ง
Cognizant เป็นนายจ้างที่ให้โอกาสอย่างเท่าเทียม การสมัครและการพิจารณาคุณสมบัติของคุณจะไม่ถูกตัดสินจากเชื้อชาติ สีผิว เพศ ศาสนา ความเชื่อ รสนิยมทางเพศ อัตลักษณ์ทางเพศ สัญชาติ ความพิการ ข้อมูลทางพันธุกรรม การตั้งครรภ์ สถานะทหารผ่านศึก หรือคุณลักษณะอื่นใดที่ได้รับการคุ้มครองตามกฎหมายของรัฐบาลกลาง รัฐ หรือท้องถิ่น
