2 Cognizant Service Delivery Manager Jobs

Job Description:

AdWords Service Delivery Manager

Role Overview

This position involves supporting Large Scale advertisers who use AdWords to manage/run high revenue campaigns.

The AdWords SDM (SDM) will be required to support the APAC / EMEA and North American Account Managers (AMs) and Campaign Managers (CM) to understand AdWords clients business and account structure coordinate, analyze and manage campaign management activities on one hand and guide the analysts in delivering a solution as against a task on the other.

In addition to this, the SDM will act as a Relationship Manager with the AM/CM and understand Adwords clients business, account structure and product mix. The SDM should strive towards great client experience with the help of the team. Coordinating, managing, and becoming a successful interface between the Analysts and clients, setting benchmarks for the team will be the key role of the SDM. The SDM should ensure a high level of motivation to the team scheduling and allocating work. The SDM should be a subject matter expert and relate the client KPIs to the right optimization levers.

Responsibilities:

• Assist in the maintenance and monitoring of keyword bids, account daily and monthly budget caps, impression share, quality score and other important account metrics.
• Occasionally review the recommendations provided by the analysts
• Understands and can explain the adwords ecosystem.
• Understands campaign goals, budgets, flight dates and any other data that is necessary to properly support analysts on their campaign management work and provide campaign management services.
• Demonstrates proficiency using all relevant software tools: Google Docs, Microsoft Excel (basic and advanced), Microsoft PowerPoint.
• Stays up-to-date with product knowledge to make effective recommendations for improved performance.
• Demonstrates mastery of and leverages Reporting team for Reporting requests, AdWords Support tools for completion of the work
• Communication to team and management on project development, timelines, and results.
• Help and guide the analysts in delivering a solution as against a task.
• Close the loop with the AM/CM on reopened cases once the solution has been provided

Execution and Productivity:

• Allocation of work and queue management.
• Drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines
• Ensure individual SLAs are met on processing transactions (if applicable)
• Ensure process guidelines are followed and met as documented
• 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
• Conduct Training Needs Identification (TNI) programs with the help of trainer and enable the team with the required training sessions
• Discuss/ suggest the way forward, improvement areas to the customer/process
• Maintain operations rigor around daily huddles, knowledge management. Cross training etc.
• Identify product training needs for new product launches/ changes
• Establish systems and procedures in the team
• Drive a culture of continuous improvement within the team
• Conduct process training or refresher training if required
• Adjusts working style to meet the needs of specific Analyst and clients
• Works with Campaign Managers as required or independently if needed to develop appropriate campaign strategies.

Communication:

• Channels of communication: email, chat client (GChat or other) and Google Hangouts.

• Ensure that the documents for campaign optimization recommendations (using tracking and notes docs) are diligently maintained to ensure that clarity on the current and past state of campaign is available to all stakeholders at any given point in time (and recurrence of any negatively impactful changes is avoided).
• Proactively communicates campaign progress and performance against budget and performance goals to relevant stakeholders on a periodic basis using simple, clear and concise language.
• Sets appropriate expectations for all deliverables and alerts CMs if any deliverables are going to be delayed.
• When speaking and/or writing, use proper English grammar with minimal errors.
• Demonstrates solid English pronunciation and projects confidence when speaking.
• First point of contact for Analysts to discuss workload and out-of-office leave planning.

○ Check that leaves are in keeping with the floor leave policy and coordinate approval with Operations manager, Vendor Managers if in compliance.

○ Ensures Operations manager, Vendor Managers and Google Program Managers are aware of approved leaves for all team members.

• Works with QIT Lead to communicate action items based on Quality reporting across pod accounts.
• Coordinates with QIT Lead to ensure their innovative ideas and those of their pod members (projects or processes) are properly implemented, shared and also entered in pipeline for consideration.
• Effectively relays communication about the various Google or Vendor initiatives to the members of the team.
• Works to keep team morale high.
• Escalates any major issues with individual analysts or accounts to Operations manager, Vendor Managers and Google Program Managers.
• Communicates analysts leave notice to Operations manager

Requirements

• 8+ years of client-facing experience in account management, customer support and/or display advertising, SEM/PPC AdWords.
• Strong understanding of Adwords , online advertising (yt, display and search) and 3rd party advertising concepts.
• Familiarity with other ad-serving platforms like YouTube for advertising.
• High degree of MS Excel proficiency (including advanced features such as Functions and Pivot Tables)
• Proven ability to become expert in new technologies in a short time frame.
• Strong communication skills with a proactive and positive approach to tasks.
• Objective and analytical approach to decision making
• Strong work ethic and ability to work with minimal supervision
• Fluent in spoken and written English.
• Flexible to work in night shifts.