ROLE: Service Delivery Manager -
Seasoned professional who shall oversee transactional quality as a Service, expected to lead standardization, adoption of best industry practices and implement the framework including new methodologies to help meet overall business objectives. Lead the overall Quality function and manage resources effectively
Qualifications:
12+ years of industry experience in Back Office and Contact Centre operations
• Experience in Insurance - Property & Casualty domain
• Exposure to different improvement frameworks like six sigma, lean. Six Sigma Black Belt certification is preferred considering the Global scale and impact of the role
• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements
• Strong client-facing skills with excellent communication, negotiation and conflict management skills
• Strong Process Knowledge and Compliance to Multiple Audit procedures
• Thorough knowledge of MS office tools like Power point & excel are critical for the job
• Experience in implementing innovative solutions and driving technologies, automation
• Analytical acumen and the ability to streamline complex processes
• Strong computer skills
Shift
Flexible on shift timings (working US hours)
Responsibilities:
Lead TQ support for a strategic offering including Quality as a Service (QaaS).
• Provide quality support, development of metrics and dashboards in line with customer requirements
• Ability to lead a team, coordinate with teams spread across multiple locations and time zones and drive standardized practices
• Meet and exceed client metrics: Consistent performance across External & Internal quality metrics / expectations
• Strengthen quality management processes/framework to improve delivery & performance
• Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client’s expectation
• Drive continuous improvement program across processes
• Analysis of utilization, efficiency and available data for the process
• Undertake detailed process improvement studies and up skills the team members
• Ability to get out of the box ideas and Process Improvement Initiatives in the process
• Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options.
• Should drive Process Control & Compliance in addition to managing Audit requirements.
• Innovate new ways of learning and help drive adoption of Tech infused learning solutions.
• Lead Governance & performance reviews for areas driven by TQ team
• Mentor Green Belt/Yellow Belt projects
Knowledge / Skill:
· Excellent English communication (written and verbal)
· Strong attention to details and time management
· Strong interpersonal and team management skills
· Ability to work with diverse teams
· Strong problem solving, research and follow-up skills
· Self-Starter and self-motivated
· Be able to work efficiently and effectively under pressure while realigning priorities
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000 associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.