Team Manager

1 month ago


Mumbai, India Cognizant Technology Solutions Full time

Service Delivery Mgr OR Deputy General Mgr - CDM/PV

Qualification:

Graduate/Post Graduate/ Doctorate degree in life sciences/Pharmacy/Medical sciences/Registered Nurse

Responsibility:

Business/ Customer:

  • Interacts with Client/customer to manage and resolve customer requests and escalations through effective communication skills, negotiation skills and prioritization.
  • Provides project updates and maintains performance metrics.
  • Create/collate periodic reports for client report meetings.
  • Reviews inernal reports, needs to see customization as per client and corporate demands, ensure integrity and quality of data presented to client.
  • Identifies avenues of improvement in the team, emphasizes utilization and productivity, engages and motivates the team for better retention and learning.
  • Regular coaching and mentoring of team members.
  • Gives more Analytical Thinking to the work done and work in progress, keeps Quality benchmarks and shares expectations.

Project / Process:

  • Ensure process deliverables are met.
  • Acts as an SME for the team to Identify & resolve issues and document all process changes.
  • Monitor & review first level processing.
  • Process complex Transactions.
  • Handle first level escalations from client.
  • Identify and assess service improvement opportunities.
  • Contribute to process improvement initiatives.
  • Perform quality checks/audits to ensure data integrity, error free processing & identification of risks.
  • Identify and report process changes.
  • Adhere to the mandatory industry regulation and compliance requirements for the given process.
  • Perform Audit, Foresee Risk and institutionalize necessary controls.

Knowledge Management:

  • Perform knowledge sharing.
  • Update Process documentation /user manuals as appropriate for the process.
  • Participate in knowledge transfer.

People/Team Management:

  • Ensures alignment to org driven metrics and hygiene needs in terms of.
  • a Pyramid and Span.
  • b Job Rotation of resources.
  • c Cross Skilling of Resources.
  • Mentors/coaches and grooms teams members to grow.
  • Drives teams learning and innovation index goals.
  • Delegates, assigns and reviews tasks given to team members for accuracy.
  • Performance Management and development plans.
  • Manages attrition and absenteeism.
  • Ensure Accurate Tracking and collating of Quality and KPI metric data.

Must Have Skills

  • Customer Service-LS

Good To Have Skills

  • Connected Health

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