Service Delivery Manager
Work location : 100% onsite at client office in Minato-ku, Tokyo (Near Daimon station / Hamamatsu cho station)
Required language : Native level Japanese and business level Japanese
Detailed Role & Responsibilities :
· Responsible for managing a TL/SME agents making sure daily KPIs are achieved
· Handles specific Cluster and managing Team Leads
· Managing Clusters
· Resource and HC planning
· Client handling
· Managing multiple Teams
· Meeting process SLAs
· Driving compliance and engagement
· Possess Domain Knowledge
· Manages team of Ops Leads, responsible to oversee all projects and processes involved to ensure smooth operations within the Product areas of the client
· Manages internal/external stakeholders
· Manages and collaborates on the impact business projects with the internal Operations Leaders and client
Core Competencies :
· Excellent written, reading & spoken communications skills in English & Japanese and understanding of local culture
· Ability to handle multiple tasks simultaneously and competing priorities effectively under pressure and short time lines
· Great interpersonal
· Excellent attendance record
· Excellent timekeeping
· Possess the ability to work in a team environment as well as independently
· Sense of ownership and pride in your performance and its impact on the team.
· Experience in data analysis and reports (not mandatory)
· Have an extensive exposure to customer service (not mandatory)
· Set a healthy environment in the team and positive mind frame in the individual
· Ability to work in a fast-paced, constantly evolving environment
· Proven track record of exceptional performance and high productivity
· Quick learning and understanding of complex processes
· Should have had coaching and mentoring experience
· Excellent people and performance management skills
· High degree of problem-solving and analytical skills with strong attention to detail required
Other Requirements :
· Candidate should be comfortable to work in normal working hours and work overtime
· Ability to work with a high degree of accuracy (great attention to detail / content review)
· Ability to work in a fast paced environment with minimal supervision
· Customer service orientation and ability to work in a team
· Strong keyboard and analytical skills
· Ability to perform in adverse situations
Qualification :
· Bachelor’s/Master’s Degree
· 8+ years of experience
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional de empleo
La información de compensación es precisa a la fecha de esta publicación. Cognizant se reserva el derecho de modificar esta información en cualquier momento, sujeto a la legislación aplicable.
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Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
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