Job Description Team Manager/Service Delivery Manager Qualification : Information : u2022 Marketline MBA or an equivalent qualification with business knowledge. u2022 Medtrack/Citeline Graduate/Post Graduate degree in Life Sciences/Pharmacy/Medical sciences or equivalent. Media & Entertainment : u2022 Bacheloru2019s degree or equivalent practical experience preferred. Responsibility : Business/Customer : u2022 Prepare and report process performance metrics to the customer with the assistance of the Operations manager. u2022 Manage and resolve escalations and issues raised by customers and process specialists. u2022 Interact with internal and external stakeholders as and when necessary. u2022 Continuously improve understanding of business processes. u2022 Provide meaningful and timely resolutions to client queries. u2022 Ensure quality standards are adhered to and team SLAs are delivered. Information : u2022 Offer clients productivity/quality benefits through process improvement and efficiency enhancement. u2022 Monitor the research landscape and identify alternative and other data sources and mechanisms to collect data more efficiently and effectively. u2022 Continuously improve research techniques/approach to increase the depth of content coverage to add value to the database. u2022 Conduct pre/post publication checks as well as other relevant logical checks to ensure accuracy of the content published. u2022 Ensure reports/articles are created and updated based on latest and most relevant research and ideas. u2022 Ensure data and information is captured from all relevant websites, publications, thirdparty aggregators and database as well as country specific sources. u2022 Support the Team Manager in designing the research approach, collate information, and prepare the final research output in desired format and guide the team of Process Specialists on this task. u2022 Generate ideas on new products. Project/Process : u2022 Take complete ownership of all assigned tasks with minimal supervision. u2022 Plan team level production and deliverables. u2022 Ensure process guidelines are followed and met as documented and quality standards are adhered to. u2022 Conduct periodical review of process adherence. u2022 Explore opportunities and implement ideas for process streamlining (macros etc). u2022 Initiate and deliver on process improvement projects to improve process efficiencies. u2022 Review process audit findings and take corrective action to prevent issues. u2022 Resolve process related queries and escalations. u2022 Ensure all agreed standards of quality and accuracy are met at all times. u2022 Work with Team Managers on assigned tasks to improve quality. u2022 Benchmark practices across teams and share best practices with the team. u2022 Ensure that any change in policy is immediately and appropriately communicated to the team alongside documenting such changes in the SOP. u2022 Organize time effectively to deliver assigned tasks efficiently. u2022 Update all relevant trackers consistently and correctly. u2022 Adhere to and manage all workflow timelines. u2022 Develop sector knowledge and improve understanding of databases/tools required by the role. u2022 Ensure adherence to quality norms and processes. u2022 Provide updates and submit reports related to own area of work. u2022 Review team performance on process metrics and internal/external client audits. People. u2022 Provide work direction, guidance and mentorship to team members : ensure accuracy of work done by team members, their ability to operate under deadlines and to work on multiple tasks u2022 Provide coaching to the team on quality aspects and the need for maintaining accuracy in all the deliverables. u2022 Mentor the team especially new joiners on best practices. u2022 Help team members organize time effectively to complete assigned tasks. u2022 Actively participate and contribute to team initiatives : regular team meetings, presenting of thoughts, ideas, etc u2022 Coordinate with other teams and team members for work completion. u2022 Identify development needs and ensure training fulfillment for the team (to be tracked against the training plan) while encouraging team to actively participate in learning. u2022 Contribute to knowledge development by participating in and facilitating knowledge sharing sessions. u2022 Design and implement training programs based on results from quality checks. u2022 Actively engage in identifying crosstraining opportunities for self and team members and readily accept/encourage associates to accept new assignments. u2022 Provide constructive feedback to team on a regular basis and help them identify and fill gaps towards achieving their goals related to learning and career growth. u2022 Assist Team Managers in conducting performance appraisals for team members. u2022 Report to manager on performance status and any escalations. u2022 Manage team, take ownership of issues within the team and provide meaningful resolutions wherever necessary. u2022 Raise issues/concerns that affect the team/process with the SDM/Team Manager if unable to provide resolution. u2022 Groom self and team to support account growth. u2022 Allocate work and tasks to the team. u2022 Conduct team building activities to enhance motivation. u2022 Review team performance on process metrics and assist in internal/external client audits. u2022 Contribute to recruitment efforts in the team (measured through participation in screening and interviewing candidates). u2022 Identify development needs and ensure training fulfillment for the team (to be tracked against the training plan). u2022 Review VOC scores, provides feedback and recommend refresher training whenever necessary. u2022 Report to the manager on performance, status and any escalations. u2022 Provide resignations/absconder communication to Operations Manager. u2022 Manage attrition and absenteeism. Must Have Skills Customer Service Good To Have Skills Speaking English Employee Status : Full Time Employee Shift : Day Job Travel : No Job Posting : May 07 2024 About Cognizant Cognizant (Nasdaq-100: CTSH) 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 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us
