Job Description General Manager - R2R Qualification : Post Graduate (preferably MBA) Responsibility : Business/ Customer : u2022 Deliver on Financial goals for the business u2022 Manage customer relationships through regular communication with clients through weekly/ monthly reviews. u2022 Discuss operational issues and Critical to Quality (CTQ) delivery and. u2022 Attend customer calls and meetings, proactively flag issues and prevent surprises. u2022 Anticipate & plan for new business & get involved in hiring. u2022 Proactively identify opportunities for additional business with customer. u2022 Manage and resolve escalations and issues raised by customers. u2022 Prepare and report process performance metrics to stakeholders. u2022 Participate in management discussions (Governance discussion, Management forums with customer). u2022 Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value. u2022 Analyze customer feedback at desired intervals and initiate ways to improve the score. u2022 Identify opportunities for Growth & deliver on growth commitments (number of people). u2022 Identify key cost drivers and ensure they are optimized. u2022 Adopt best practices from other processes/ verticals etc. u2022 Share value addition and best practices across teams. Delivering service that meets/exceeds client expectations, meet Cognizant P&L goals, and build a team of motivated people with strong domain skills, while developing their personal capabilities in the domain of accounting to ensure SLAs are met as agreed for customer satisfaction. Project / Process : u2022 Ensure proper documentation and knowledge transfer as per project plan and schedule. u2022 Drive team to achieve process SLAs / metrics u2013 productivity and quality targets within the established timelines. u2022 Initiate and deliver on process improvement projects to improve process efficiencies. u2022 Work with support functions to enable infrastructure support to team and ensure zero downtime. u2022 Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms. u2022 Resource utilization and scheduling of end to end work. u2022 Prepare for infrastructure and other growth related requirements. u2022 Plan for resources based on volume projection and current available head count and allocate responsibilities. u2022 Effective forward planning in terms of process delivery, people & client engagement. Knowledge Management Drive Best Practices and implement the same between the projects. People/Team Management : u2022 Provide guidance and mentorship to team u2022 Conduct performance appraisals for team members. u2022 Drive knowledge management and continuous up skilling of the team. u2022 Identify training needs for direct reports and ensure domain/developmental trainings needs are met. u2022 Manage attrition through skip level meetings, planning interventions, engagement calendars. u2022 Participate in organizational initiatives such as recruitment drives, training programs etc. u2022 Deliver communication received from senior management to the team members though town halls, team meetings. Must Have Skills MS Excel MS Office Manufacturing Oper-Manlog Good To Have Skills Speaking English Employee Status : Full Time Employee Shift : Day Job Travel : No Job Posting : Apr 08 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
