Process Specialist

3 days ago

Bengaluru, Karnataka, India Cognizant Full time

Team Lead - Prod Ops

Qualification:

Graduate (exclusion:

BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo

Responsibility:

Stakeholder/Business Management:

  • • Update trackers, Create/Update tickets, update required applications & tools and keep TL informed of new issues.
  • • Use eMail and CRM tool, provide Quality Monitoring, First level escalations.
  • • Team huddles, Knowledge base updates and Process Improvements.
  • • Prepare meaningful reports in context to the audits, training etc.
  • • Ideate and implement process improvement projects.

Process Improvements and Adherence:

  • • Ensure process guidelines are followed and met as documented.
  • • Adhere to shift handover process.
  • • Quality Monitoring.
  • • Be responsible for the process improvement ideas on productivity, accuracy & turnaround time.

Project Control, Management and Review / Program delivery:

  • • Raise process related issues on time with process lead and team lead.
  • • Resolve process related queries and expedite on data requests.
  • • Record data relating to production statistics, enduser related notes, etc as appropriate.
  • • Contribute towards creation of knowledge updates & stay updated with process knowledge / changes.
  • • Perform root cause analysis on the errors made by the team members.

Customer Relationship Management:

  • • Provide information, educate customer, troubleshoot, probe and fix issues.
  • • Follow up on Waiting/Open issues, feedback and coaching.
  • • Conduct Quality audits and review of teams' performance.

People/Team:

  • • Design and implement training and knowledge sharing sessions – New hire, retraining, process improvement and updates.
  • • Potential seed resources for staffing new engagements.
  • • Buddy with PEs & SPEs and help them to achieve their personal and organizational requirements.
  • i Manage break schedule for the team.
  • ii Communicate and manage transport delays.
  • • Conduct Huddles and Team meetings.
  • • Contribute to and participate proactively in knowledge sharing sessions.
  • • Participate and contribute to organizational activities.
  • • Act as a buddy for New Hires.
  • • First level reporting.
  • • Conduct peer reviews.
  • • Conduct refresher training.
  • • Collate team performance data for reporting purposes as and when requested by Process and Team Lead.


• In the absence of the PL and TL, perform the following tasks when assigned:

  • i Handle escalation calls.
  • ii Manage service levels on a daytoday basis.
  • • Provide coaching and feedback for improvement.

Personal Excellence:

  • • Meet/Exceed targets set within the key research activities(Talent Research & Data Management) and ensure exceptional viability rate when it comes submission of resumes.
  • • Be an exceptional team player when it comes to knowledge sharing, training, people development and reporting.
  • • Participate in special projects/recruiting initiatives including assessment of best practices in research techniques and manage individual projects, and act as a guide to drive research for the project and be a POC for any operational updates.

Must Have Skills

  • Quality of Service
  • Online/Digital Marketing

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