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Associate - Projects

chennai
0-4 Years

Cognizant Technology Solutions



Team Manager - Tech SupportQualification:• Education- Graduate /Post Graduate – preferably MBA graduates Knowledge of CRM tools & MS office tools, especially (Excel, PowerPoint)Responsibility:Stakeholder/Business Management:• • Update trackers, Create/Update tickets, update required applications & tools and keep PM informed of new issues.• • Respond through email and chat.• • Provide updates and submit reports related to own area of work.• • Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.• • Identify & suggest Business improvement opportunities.• • Identify & drive opportunities to enhance service delivery & Customer experience.• • Identify cost optimization opportunities.• • Drive business excellence to add value to client.Customer Relationship Management:• • Provide information, educate customer, troubleshoot, probe and fix issues.• • Interact with Customers (internal / external) to meet process deliverables.• • Create status reports for Customers (internal/external).• • Prepare and report process performance metrics to the Customer with the assistance of the Operations Manager.• • Manage and resolve escalations and issues raised by Customers and Process Specialists.• • Seek regular feedback from Customers and communicate to the team.Process Improvements and Adherence:• • Ensure adherence to Quality norms and processes.• • Ensure individual & team SLAs are met on processing transactions (if applicable).• • Ensure process guidelines are followed and met as documented.• • Initiate and deliver on process improvement projects to improve process efficiencies.• • Innovate opportunities to automate & reduce manual interventions.• • Discuss/ suggest the way forward, improvement areas to the Customer/process.• • Drive a culture of continuous improvement within the team.Project Control, Management and Review / Program delivery:• • Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.• • Conduct analysis, track services delivered.• • Review process audit findings and take corrective action to prevent negative results.• • Conduct Quality checks & periodical reviews for process adherence.• • Handle supervisory calls and report to manager on performance, status and any escalations.• • Responsible for daytoday work, process flows and constantly endeavoring to be able to lead the team from the front.• • Manage and ensure resolution of escalations and issues raised by customer.• • Track process spends and highlights variances.• • Interface with other departments for getting required assistance or support for the team.• • Manage available resources between sub processes and ensures that the entire project deliverable is met.• • Optimum resource utilization through cross training initiatives, buffer management.• • Engage with other processes to understand and implement best practices.People / Team:• • Contribute to and participate proactively in knowledge sharing sessions.• • Participate and contribute to organizational activities.• • Provide work direction and guidance to team members.• • Establish systems and procedures in the team.• • Groom self and team to support vertical growth.• • Allocate work and tasks to the team.• • Report to the manager on performance, status and any escalations.• • Facilitate and participate proactively in knowledge sharing sessions.• • Conduct team building activities to enhance motivation.• • Conduct performance appraisals for team members– provide input into the learning and career plans for team members.• • Identify training needs of team members and provide coaching support to them.• • Conduct process training or refresher training if required.• • Review VOC scores, provides feedback and recommend refresher training whenever necessary.• • Resignations / Absconder communication to Operations Manager.• • Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.• • Manage attrition and absenteeism.• • Support recruitment efforts for the team.• • Conduct knowledge transfer sessions for new joiners in the team.Must Have Skills• HTML 5 JavaScript CSS 

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HTML 5 JavaScript CSS

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Cognizant Technology Solutions
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