DGM- Operations (COmm/Tech/Hitech/Media/Tech SUpport) - Individuals in this role lead the large engagements for Operations Management, Client Management, and People Management. - They are accountable for proper resource utilization and financial budgets for the process. - They are responsible for the implementation of COE frameworks, ensuring quality and productivity of deliverables in the process, client deliverables and delivering business results in line with targets for the vertical. - Manage and report adherence to service levels as agreed with the client - Responsible for Customer satisfaction measured through CSAT and ESAT scores - Ensure Best-In-Class process/systems are deployed for the set revenue targets - Effectively manage the program and oversee/ support the transition of processes to Cognizant Ensure Team Productivity levels are achieved as per the targets set year on year. - Ensure Process Health Score is greater than 95% as per the scores measured by DAG team. - Ensure Seat Utilization is greater than 1.5. - Ensure the revenue and profitability goals are achieved as per the performance targets set y-o-y. - Responsible for BES scores and other internal/external surveys - Responsible for MIS and reporting of performance metrics Identify development needs and ensure training fulfillment for the team (to be tracked against the training plan) - Manage employee retention and engagement (Manage attrition within a target range) - Contribute to Recruitment (measure through participation in screening and interviewing candidates) Facilitate sessions on domain, leadership etc. - Business / Customer Deliver on Financial goals for the business CP. - Manage Service Level Agreements / metrics as decided with the client. - Ensure high level of customer satisfaction through seamless delivery - Coordinate with the Clients and update the regular workflow/status of deliverables/Dashboards - Certify controls laid down by the business to ensure successful audit by client and external party - Communicate with the customer on a regular basis to discuss operational issues and Critical to Quality (CTQ) delivery and to build rapport with the customer. - Monthly/Quarterly Business reviews with the client - Manage customer relationships through regular communication with clients - Manage and resolve escalations and issues raised by customers - Prepare and report process performance metrics to stakeholders - 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. - Account Mining - Proactively identify opportunities for additional business with customer - Identify and escalate critical issues proactively and also act on those issues accordingly adopt best practices from other processes/ verticals etc. - Identify & Optimize key cost drivers. - Identify opportunities for Growth. - Share value addition and best practices across teams - Participate in management discussions (Governance discussion, Management forums with customer) - Effective forward planning in terms of process delivery, people & client engagement - Project/Process Sponsor/Champion process improvement projects to improve process efficiencies. - Work with support functions to enable infrastructure support to team and ensure zero downtime. - Resource utilization and scheduling of end to end work. - Prepare for infrastructure and other growth related requirements while working with the PMO team. - Review documentation and knowledge transfer as per the project plan. - Plan for resources based on volume projection and current available head count and allocate responsibilities. - Oversee and support the transition of processes to Cognizant Encourage cross functional interaction to be able to solve issues quickly People / Team Guide and mentor team members and front line managers from a process perspective to ensure delivery of SLAs - Build a culture of recognition, associate communication and celebration in the SBU - Ownership for all-round people development through career planning, performance management and employee engagement - Responsible for implementing all the Organizational and Practice level frameworks - Responsible for driving Reward & Recognition and employee engagement - Responsible for competency and leadership development Resignations / Absconder communication to Operations - Manager Conduct appraisals for team members in a timely fashion - Conduct team building activities to enhance motivation - Conduct knowledge transfer sessions for new joiners in the team - Drive knowledge management and continuous up skilling of the team - Manage attrition and absenteeism. - Receives guidance from leadership on broad goals and objectives to be achieved. - Executes responsibilities independently related to self and team (direct/indirect) with periodic review of results and metrics. Direct reports : Team Manager/Service Delivery Manager Team Size : 200 -300

Hyderabad

DGM - Operations - Communication/Tech/HiTech/Media/Tech Support 

DGM - Operations - Communication/Tech/HiTech/Media/Tech Support  ,Job Description for DGM - Operations - Communication/Tech/HiTech/Media/Tech Support  in Credence HR Services in  Hyderabad for (10-20) years of experience. Apply Now!

Job Description for DGM - Operations - Communication/Tech/HiTech/Media/Tech Support  in Credence HR Services in  Hyderabad for (10-20) years of experience. Apply Now!