Team Manager - Testing Operations (ONSITE)

Manager Role

Managers focus on the operational metrics of sourcing related to leads generated and validated.

Manage daily operational targets

Help to build good client relation by projecting weekly, fortnightly and monthly target movements

Recruiting internal associates and effectively managing associate appraisals

Regular update of Client Policies and update dissemination ownership.

Managers manage the verification of the processed cases by the team.

Checkers for the special operations on critical cases

Manage the escalation queues for the team members

Manage daily absenteeism to maintain productivity targets

Managers provide day to day inputs to team members on queues for work depending on risk and complexity of cases.

Strategies based on the current clean up activities that Operations has to run.

Training and facilitation skills to conduct knowledge management sessions on product / market

Ability to handle "edge cases" where product / market policy is not clearly defined and refine policy, where applicable

Lead calibration and quality management sessions between reviewers to drive consistent UX

Strong understanding of underlying technologies and analytical models such as Mobile phone and watches

Ability to manage operations for large teams through appropriate process, metrics and performance management design and models

Lead client governance at product / market level :

Validation of Client / Vendor reports

Query Validations for the team

Gather requirements for the Dashboard and basis which prepare and finalize the review decks

Tracking Daily Operations

Areas of Responsibilities : Project Control, Management and Review / Program delivery :

Drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines

Conduct analysis, track services delivered

Review process audit findings and take corrective action to prevent negative results

Conduct Quality checks & periodical reviews for process adherence

Handle supervisory calls and report to manager on performance, status and any escalations

Responsible for day-to-day work, process flows and constantly endeavoring to be able to lead the team from the front

Manage and ensure resolution of escalations and issues raised by customer

Track process spends and highlights variances

Interface with other departments for getting required assistance or support for the team.

Manage available resources between sub processes and ensures that the entire project deliverable is met

Optimum resource utilization through cross training initiatives, buffer management

Engage with other processes to understand and implement best practices

Customer Relationship Management :

Provide information, educate customer, troubleshoot, probe and fix issues

Interact with Customers (internal / external) to meet process deliverables

Create status reports for Customers (internal / external)

Prepare and report process performance metrics to the Customer with the assistance of the Operations Manager

Manage and resolve escalations and issues raised by Customers and Process Specialists

Seek regular feedback from Customers and communicate to the team

People / Team :

Contribute to and participate proactively in knowledge sharing sessions

Participate and contribute to organizational activities

Provide work direction and guidance to team members

Establish systems and procedures in the team

Groom self and team to support vertical growth

Allocate work and tasks to the team

Report to the manager on performance, status, and any escalations

Facilitate and participate proactively in knowledge sharing sessions

Conduct team building activities to enhance motivation

Conduct performance appraisals for team members provide input into the learning and career plans for team members

Identify training needs of team members and provide coaching support to them

Conduct process training or refresher training if required

Review VOC scores, provides feedback and recommend refresher training whenever necessary

Resignations / Absconder communication to Operations Manager

Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues

Manage attrition and absenteeism

Support recruitment efforts for the team

Conduct knowledge transfer sessions for new joiners in the team

Travel : Ability to travel upto 10% to domestic / international as needed.

Education : Bachelor's degree preferred. Knowledge of CRM tools & MS office tools, especially (Excel, PowerPoint); exposure to QA / QC

Salary and Other Compensation : The annual salary for this position is between $90,000 $109,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits : Cognizant offers the following benefits for this position, subject to applicable eligibility requirements :

• Medical / Dental / Vision / Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term / Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer : The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

What we offer :

About us 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 (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital.

Other employment-related information Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.