Service Delivery Manager - Singapore

Job Summary

Company
Cognizant Technology Solutions Asia Pacific Pte. Ltd
Industry
ITES/BPO
Location
Singapore
Years of Experience
5 - 10 years
Function
Customer Service/Call Centre/BPO
Posted On
18th Oct 2019
Skills
Service Delivery Manager,Delivery Manager

Job Description:

Strong communication skills - ability to work closely with internal staffing client and communicate complex analytics in a structured and clear manner.

Project Management skills clubbed with excellent conflict management skills

Strong Presentation and Data Analysis skills

Multiple stakeholder management; Forecasting skills; Good in analytical thinking, problem solving, Feedback & Coaching Skills

High degree of problem-solving and analytical skills with strong attention to detail required.

Proven track record of exceptional performance and high productivity

Ability to work in a fast-paced, constantly evolving environment

Ability to manage multiple tasks and competing priorities effectively under pressure and short time lines.

Excellent client interfacing and process management skills

Strong problem solving abilities are must

Should have problem solving and out of box thinking

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

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

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

Involved in Hiring & staffing for the segment

Working with team across globe with different stakeholders

Responsible for managing a team of 5+ TL’s

Mentor and groom the TL’s as per the career growth options

Motivate and drive the team to ensure timely deliverables

Collate, present Weekly Business Review dashboard to client

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

Should work with the PeX team on transformation and innovation index on the top

Maintain tracker at all levels (client updates, performance management etc.)

Review team and assist TL’s 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

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About Us:

Cognizant is a global leader in business and technology services that helps Clients bring the future of work to life – today – in a business environment that is being transformed by accelerating globalization, virtualization, and the shift toward cloud technologies.

We continuously seek the “best and the brightest” when we recruit new employees, and we’re consistently an “employer of choice” at leading engineering and business schools around the world. Our domain industry specialists have well-established backgrounds working with companies in the industries we serve.

Our teams and their talent are a principle reason that we consistently outperform the competition.


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