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Service Delivery Manager- US Payroll- Coimbatore

4 months ago

Coimbatore, India Cognizant Full time

Service Delivery Manager: - US Payroll || Location: - Coimbatore

Qualification:

Graduate, Postgraduate (preferably MBA) Mandatorily looking for Female Resources Primary Skills Required: - 1) US Payroll 2) People Management Skills 3) Should be able to understand performance metrics

Responsibility:

Business, Customer
  • Acts as L3 point of contact for escalation.
  • Accountable for entire Project(s) deliverables.
  • Engage with Client, customer to anticipate issues and needs of the customer related to the project.
  • Responsible to work with transitions and training teams on new transitions.
  • Responsible to work with PEX teams on driving process improvements.
  • Responsible for driving CCA consumption for entire team.
  • 100% compliance on reports and client Governance calls for the project(s).
  • Work with MIS teams on resource allocation and reporting.
  • Responsible to drive all the internal mandate courses for the teams.
  • BCP readiness and work in accordance to manage and document any event.

Project / Process:

Lead, Drive awareness sessions on Innovation and Process Improvement
  • Identify and drive opportunities to enhance service delivery.
  • Ensure adherence to Quality norms and processes.
  • Enable risk assessment and establish mitigation plan.
  • Review process audit findings and take corrective action to prevent negative result.
  • Should drive actions on high-risk items.
  • Manages project risks and issues ensuring that project team members are actively involved in the identification and take ownership of risks initiating corrective action where necessary.
  • Knowledge Management.
  • Ensure strong and regular cross training programs within the project.
  • Responsible on documenting any change in process, metrics and work with internal teams to ensure the same is being addressed and closed.
  • People, Team Management.
  • Lead team building activities to enhance motivational levels.
  • Manage attrition and absenteeism by creating a motivational environment in the project.
  • Work on appropriate mentoring/coaching and grooming of direct reports to move on to the next level.
  • Conduct and ensure transparent appraisal process for all associates.
  • Responsible to ensure teams are given opportunity to enhance their skills.
  • Accountable to drive Performance Management system to enable associates in knowing their performance periodically (Daily, Weekly, Monthly).
  • Drive teams to work with Leads and TMs and document performance reviews in Go Perform.
  • Responsible for tracking and collating team Quality addressing the issues and work with PEX team to arrive at a mitigation plan.
  • Responsible for backfilling the open positions.

Must Have Skills

  • Delivery Management
  • Portfolio & Project mgmt. (PPM)
  • Gross Payroll / US Payroll