Cognizant - Program Manager

Program Manager

FEEDBACK ENGINEERING - JOB DESCRIPTION

Designation: Program Manager- Feedback Engineering - Hyderabad

Business Vertical: BPS - Technology

Location: Hyderabad

Responsible Areas:

- Stakeholder/Business Management:

- Deliver on financial goals for the business

- Prepare and report process performance metrics to stakeholders

- Participate in management discussions (Governance discussion, Management forums with customer)

- Identify key cost drivers and ensure they are optimized.

- Anticipate & plan for new business & get involved in hiring

- Share value addition and best practices across teams

- Adopt best practices from other processes/ verticals etc.

- Revenue Forecasting

- Customer Relationship Management:

- Manage customer relationships through regular communication with clients through weekly/ monthly reviews

- Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer

- Attend customer calls and meetings, pro-actively flag issues and prevent surprises

- Manage and resolve escalations and issues raised by customers

- Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value

- Analyze customer feedback at desired intervals and initiate ways to improve the score.

- Process Improvements and Adherence:

- Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms

- Initiate and deliver on process improvement projects to improve process efficiencies

- Driving Forums on thought sharing for project improvement

- Automation Opportunity identification

- Project Control, Management and Review / Program delivery:

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

- Ensure proper documentation and knowledge transfer as per project plan and schedule

- Ensure resource utilization and scheduling of end to end work

- Plan for resources based on volume projection and current available head count and allocate responsibilities

- Effective forward planning in terms of process delivery, people & client engagement

- Drive a culture of proactive risk identification within the process

- People & Team:

- Provide guidance and mentorship to team

- Drive knowledge management and continuous up skilling of the team

- Conduct performance appraisals for team members

- Manage attrition through skip level meetings, planning interventions, engagement calendars

- Identify training needs for direct reports and ensure domain/developmental trainings needs are met

- Participate in organizational initiatives such as recruitment drives, training programs etc.

Required Qualifications and Skills

- At least 10+ years of operations experience in service industry

- 2+ years of experience with Google products. (Mandatory)

- Strong internal client-facing skills with excellent communication, negotiation, and conflict management skills.

- Strong track record of general management capabilities & Experience with a matrix driven organization.

- Proven ability to drive performance and grow businesses. Analytical acumen and thought leadership, paired with agile mind set and can-do attitude.

- Demonstrated success in building operations teams during new transitions. (Preferred)

- Distinctive problem-solving and project management skills, including experience executing complex strategic and operational initiatives.

- Strong business acumen and the ability to successfully navigate and influence strong personalities within a complex business environment. Ability to pay attention to detail while handling multiple, simultaneous projects.

- Data driven with a keen eye for detail - proactive identification of failure points/ risks and develop action/ mitigation plans

- Strong analytical and problem solving skills; ability to analyze data, understand trends and develop recommendations for action based on the analysis. Successful track record in growing and inspiring a large team, with proven capacity to select, attract, motivate, retain, and develop leaders and team members.

- Ability to streamline complex processes and implement workflows designed to increase efficiency. Ability to effectively influence and drive cross-functional change with multiple stakeholders at all levels of management working across engineering, product, marketing and business development teams.