Manager - BPO

POSITION

• SDM

REPORTING STRUCTURE

• Reporting to General Manager / DGM

EXPECTED QUALIFICATION DETAILS

• Graduate / Postgraduate
• Experience in working for leading international BPO mandatory. Transitions experience must
• Project Management Certification preferred

EXPECTED OVERALL YEARS OF EXPERIENCE

• 12+ years
• Must have transitioned >100 FTE from client

VISA

• US B1 Visa -

Transition:

• Transition Management - Deliver all Transition Projects and Programs in line with recognized best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting), where the successful implementation of service resource skills and processes are just as critical to project success as technology.
• Act as the central liaison for all transition activities. Manage day to day Transition project communication and produce relevant reports accurately and in a timely manner at the agreed frequency.
• To take full responsibility for the management of the wider transition team involving additional project management resources, internal resources Technology Network team, connectivity, contact center set up team (voice) Hiring team, training, PEX and transformation, Work force management, risk and info sec teams, 3rd party suppliers, account team members and client stakeholders.
• Produce detailed project plans to manage interdependencies
• Adhere to relevant escalation processes to escalate resource issues, delayed project phases, missed deadlines and other planning issues.
• Monitor the program / project ensuring issues are resolved in a timely manner and the appropriate corrective actions are implemented Risk management
• Validating scope of work and ensuring right support is provided to all transition related activities and knowledge transfer. Operationalize relevant contract SLA s and obligations. Performance reporting during ramp, understanding on Quality approach, validation of Effort vs FTE required.
• Budgeting Reporting of bid vs did on costing
• Experience in driving process improvement and or enabling tools deployment
• Excellent communication skills
• Flexible to work and support global projects
• PMP or project management experience is added advantage
• Preferable prior domain experience Insurance domain.

Others:

o Ability to work with multiple internal and external stakeholders as a team to deliver objectives

o Act as a Transitions Subject Matter Expert (SME) while designing client solutions and process re-engineering exercises

Behavioral Skills (Attitude, Aptitude & Abilities):

o Demonstrated ability in verbal and written communication to large groups and senior staff

o Ability to achieve win-win outcomes. Effective negotiation and influencing skills with senior management

o Strong analytical skills, good judgment, tact, flexibility, organization and planning skills

o Ability to work in high paced, challenging environment

o Proficiency in setting and meeting realistic deadlines to achieve desired/meaningful outcomes

o High attention to detail

o Willingness to travel frequently (both within India and abroad)

Technical Skills (Tools, Technical Knowledge, Certifications etc.):

o Strong in MS Project, Visio, MS-Excel, MS-Office

o Strong Project and process management experience at managerial level in Outsourcing environment

o Experience with process improvement methodologies (e.g. Six Sigma) desirable

o Experience in F&A and Retail projects will be an added advantage

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 350,000 associates around the world.
• We don t just dream of a better way - we make it happen.
• We take care of our people, clients, company, communities and climate by doing what s right.
• We foster an innovative environment where you can build the career path that s right for you.

About us:
Cognizant is one of the worlds 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 at www.cognizant.com

Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. 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 protected characteristic as outlined by federal, state or local laws.

If you have a disability that requires reasonable accommodation to search for

Disclaimer:
Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.