Team Manager

4 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Cognizant Full time

Job Description
Team Manager is responsible for the day-to-day activities and guidance of their team members and requires candidates who can set targets,
implement guidelines, and assist with any issues the employees may have. TM needs to be focused on People Management, Continuous Process
Improvement and Client Management. The TM is expected to ensure 100% compliance to SLAs, including but not limited to Quality, Utilization and
Production, while managing a team of more than 100+ Headcount & 5+ Team Leaders. The TM should be able to display high level of confidence in
ensuring compliance to both Client and Cognizant policies, and Code of Ethics. TM should know about the team strategies, working with remote
teams, using technology, workplace diversity, management styles, mediation, macro, and micro-management

Role & Responsibilities

  • Excellent Client Management skills and meet all SLA's/KPI's and need to come up with a detailed CAPA in case of any miss and avoid any such instance in the future. Primarily should be able to raise any risk and work towards mitigating it rather than missing any SLA/KPI
  • Directs & supervises team to achieve assignments using established guidelines, procedures and policies
  • Ensure zero surprise delivery on a day to day, month to month and quarter on quarter basis, from a contractual SLA and client KRAs perspective
  • Serve as the leadership point of escalation for anything that is not resolved on the ground for the assigned role
  • Drive a proactive culture and mindset to delivery as against a reactive RCA based model; ensure the team keeps challenging status quo to continually improve operational impact for our client
  • Partner and collaborate with Process Excellence Group, Business Analyst Group and AI / ML practitioners to identify and bring to life next gen tech-based interventions to improve quality and efficiency on a non-linear basis
  • Identify further opportunities to scale the program and showcase value of engaging with One Cognizant team across additional program areas. Drive solutions associated with the same
  • Drive compliance and integrity in operations, via robust control implementation (across tooling, process and people)
  • Continually strive to improve employee satisfaction and becoming an accessible leader for the teams on ground; consequently, ensure attrition is well within defined targets
  • Under the direction of the site leads, implement strategies to successfully manage the day to day operations
  • Plan, organize and prioritize work efficiently, multi-task, and work well under pressure with minimal direction
  • Set a healthy environment in the team and positive mind frame in the individual
  • Involves in Hiring & staffing for the segment
  • Mentor and groom the Team Leaders as per the career growth options
  • Motivate and drive the team to ensure timely deliverables
  • Collate, present & Lead the Client reviews
  • Execute a comprehensive quality assurance processes
  • Track and report daily volumes and quality stats to the delivery manager and other stakeholders
  • Co-ordinate with non-operations team to make sure smooth BAU
  • Maintain tracker at all levels (client updates, performance management etc.)
  • Review team and assist Team Leaders on bottom quartile management
  • Should forecast staffing raise SO's as required and manage scheduling accordingly
  • Help improve the defined processes as we create more automation and gather information
  • Maintaining attrition & making sure the backfills are available on time avoiding the business impact

Requirements

  • Bachelor's/Master's Degree
  • 6 – 8 Years which includes a minimum of 2 years of experience managing large team with 100+ HC & 5+ Team Leaders
  • Candidate should be comfortable to work in 24*7 shifts with rotational weekly offs
  • Ability to manage critical situations with minimum supervision
  • Customer service orientation and ability to work in a team
  • Ability to perform in adverse situations
  • Should be comfortable working with explicit & extremely sensitive content

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