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 is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world.
Post : Team Manager
Job Description
Business/ Customer:
• Drive team to achieve process SLAs/metrics – productivity and quality targets within the established timelines.
• Engage in client discussions and develop good client relationships.
• Maintain an active dialogue and seek regular feedback from the client for understanding requirements and filling process gaps.
• Improve quality and depth of content coverage to add value to the client.
• Identify business priorities and strategic objectives of customers and develop/present ideas and solutions to address them.
• Take necessary steps to ensure client satisfaction scores are in line with expectations.
• Identify and drive opportunities to enhance service delivery.
• Effectively manage and respond to client queries providing detailed insights and information.
• Coordinate with client quality audit team.
• Act as the primary contact for client escalations.
• Design workflows and the delivery approach as well as continuously improve methodologies to add value to the database.
• Provide new product ideas.
• Prepare and deliver presentations for prospective clients for positioning the company’s services in the outsourcing space.
• Manage and resolve escalations and issues raised by customers.
• Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.
Project/Process :
• Ensure project is compliant with set standards and organizational policies.
• Take complete ownership of DE activities and periodically audit relevant trackers.
• Plan for resources based on volume projection and current available head count and allocate responsibilities.
• Manage and supervise resource utilization and scheduling of end to end work.
• Initiate and deliver on process improvement projects to improve process efficiencies.
• Effective forward planning in terms of process delivery, people & client engagement.
• Adhere to and manage all workflow deadlines.
• Benchmark practices across teams and share best practices with the team.
• Carry out regular auditing of the database and working folders to ensure proper documentation and file management.
• Update deliverables’ and all other trackers consistently and correctly.
• Develop and take ownership of coverage.
• Contribute to knowledge development by participating in and facilitating knowledge sharing sessions.
• Deliver adhoc analysis – client requests.
• querybased research.
• Make contingency plans for backup and implement as and when necessary.
• Drive knowledge management and continuous up skilling of the team.
• Assist DGM in planning deliverables, formulating and implementing policies as well as achieving team objectives.
• Assist the leadership in ensuring organizational health scores for the project that include innovation index, risk identification and documentation, capacity modeling, learning health scores and other similar metrics are completed on time.
• Identify cost optimization opportunities.
• Continuously improve domain knowledge and develop extensive knowledge of emerging industry practices.
• Monitor SOPs for products, suggest changes wherever necessary and ensure timely updates.
• Develop indepth sector knowledge and understanding of competitive landscape.
• Understand the sector value chain and offer efficiency improvement ideas through process reengineering and automation
Manage team effectively by providing proper direction, leadership intervention, guidance and feedback:
ensure accuracy of the work of team members, their ability to operate under deadlines and to work on multiple tasks
• Create a harmonious and engaging work culture across the unit.
• Coach team members on quality aspects, including the need to maintain accuracy in all the deliverables, and mentor the team on best practices.
• Manage attrition within the norms and ensure team development through skip level meetings, planning interventions, engagement calendars.
• Participate in organizational initiatives such as recruitment drives, training programs etc.
• Establish systems and procedures in the team.
• Act as an interface between the leadership and the team.
Actively participate and contribute to team initiatives:
regular team meetings, presenting of thoughts, ideas, etc
• Identify training needs of team members and provide relevant guidance.
• Offer ideas for the design and implementation of training programs based on results from quality checks.
• Develop and up skill the team through targeted training programs based on the improvement areas identified and future requirements.
• Contribute to knowledge development by participating in and facilitating knowledge sharing sessions.
• Actively engage in identifying crosstraining opportunities for self and team members and readily accept/encourage associates to accept new assignments.
• Offer ideas for the design and implementation of training programs based on results from quality checks.
• Set goals for team members and conduct performance appraisals for team members and provide constructive feedback for learning path and career growth.
• Frame objectives for the team, communicate to all team members and review progress periodically.
• Report to Manager on performance status and any escalations.
• Adhere to and manage all workflow deadlines.
Candidate Profile
Information
• Marketline MBA or an equivalent qualification with business knowledge.
• Medtrack / Citeline Graduate / Post Graduate / Doctorate degree in Life Sciences / Pharmacy / Medical sciences or equivalent.
Media & Entertainment :
• Bachelor’s degree or equivalent practical experience preferred.
Additional Information
Qualification : M.Pharm/B.Pharm, B.Sc, M.Sc, MBA
Location : Coimbatore, Tamil Nadu
Industry Type : Pharma
Functional Area : 00037349821
Last date : 10th May, 2020
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