TEAM Leader

Job Description

TM/SDM/DGM Qualification : Education : Minimum Bachelor s degree or equivalent practical experience Required Responsibility : Stakeholder/Business Management Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken. Identify & suggest Business improvement opportunities. Identify & drive opportunities to enhance service delivery & Customer experience. Update trackers , Create/Update tickets/service works/ , update required applications & tools. Act as the first level of escalations and resolve the same to the satisfaction of the stakeholder keep also ensure Process Manager is informed of new issues. Provide updates and submit reports related to own area of work. Knowledge Management : Ensure SOPs are reviewed per the agreed frequency Maintain proper Cross Training plans. Accredidate associates before moving a resource into production (both new joiner & exisitng associate). Enncourage associates to use various material that are available in the intranet. Review , update & maintain VSMs / process maps atleast once an year. Nominate associates for various domain related courses. Customer Relationship Management : Provide information , educate customer , troubleshoot , probe and fix issues Manage stakeholder relationship. Ensure Team Productivity levels are achieved as per the targets set year on year. Process Improvements and Process Adherence : Provide information , educate customer , troubleshoot , probe and fix issues Achieve Individual SLA targets set as well the account ollective targets set for the team. Ensure process delivery in the respective groups is as per the SLA s. Complete all mandatory training and certifications for self and team. Implement communication structure to ensure process and procedural updates are shared effectively. Lead and contribute towards process excellence initiatives. Provide detailed status updates on the CTQ (critical to quality)areas. Maintain the cross training tracker. Perform quality checks and ensure error free processing. Maintain SOP's in the process and ensure all changes are being captured diligently with appropriate version controls. Escalate to the management if deviations in the process are noticed. Ensure Utilization is greater than 85% or achieve the targets set by the Organisation. Highlight aging breaks/open tasks to Team leads / Managers on time. People/Team : Provide work direction and guidance to team members : ensure accuracy of the work of team members , their ability to operate under deadlines and to work on multiple tasks Establish systems and procedures in the team. Reporting to the manager on performance , status and any escalations. Guide and mentor team members from a process perspective to ensure delivery of SLAs. Conduct team building activities to enhance motivation. Conduct knowledge transfer sessions for new joiners in the team. 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. Manage attrition and absenteeism. Support recruitment efforts for the 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 process training or refresher training if required. Review VO,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. Domain Skills SNo Primary Skill Proficiency Level Rqrd./Dsrd. 1 KY, - Compliance NA Required 2 Client Life Cycle Management NA Desired Proficiency Legends Proficiency Level Generi,Reference PL1 The associate has basi,awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill , and can actively and independently apply this skill in engagements and projects. PL3 The associate has comprehensive , in - depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing , evaluating and synthesizing solutions using the skill. Employee Status : Full Time Employee Shift : Day Job Travel : No Job Posting : May 07 2019 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 195 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 on Twitter : Cognizant.

Keyskills :
Recruitment Business improvement Team building Intranet CTQ Subject Matter Expert CRM KYC Compliance professional services Business management

About Company

Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process services, dedicated to helping the world's leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work. With over 100 development and delivery centers worldwide and approximately 244,300 employees as of June 30, 2016, Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world. Visit us online at www.cognizant.com or follow us on Twitter: Cognizant.