Team Manager
Cognizant
Hyderabad, Telangana, India
23h ago

Service Delivery Mgr - R2R

Qualification :

Bachelor Degree or PG degree in Commerce / MBA

Responsibility :

Business / Customer :

  • Ensure adherence to Quality norms and processes
  • Interact with customers (internal / external) to meet process deliverables.
  • Create status reports for customers (internal / external).
  • Manage and resolve escalations and issues raised by customers and process specialists.
  • Identify & drive opportunities to enhance service delivery.
  • Identify cost optimization opportunities.
  • Identify and suggest business improvement opportunities.
  • Lead a team of accountants in closing subledgers, resolving kick outs, reviewing accounts to ensure the balances are reasonable, analyzing variances in account balances previous period to current period, Actuals v Budgets, identifying root causes for issues and fixing them to ensure SLAs are met as agreed for customer satisfaction.
  • Project / Process :

  • Drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines.
  • Ensure individual SLAs are met on processing transactions (if applicable).
  • Ensure process guidelines are followed and met as documented.
  • Conduct analysis and track services delivered.
  • Initiate and deliver on process improvement projects to improve process efficiencies.
  • Review process audit findings and take corrective action to prevent negative results.
  • Innovate opportunities to automate & reduce manual interventions.
  • Conduct Quality checks & periodical review of process adherence.
  • Discuss / suggest the way forward, improvement areas to the customer / process.
  • Drive a culture of continuous improvement within the team.
  • Maintain operations rigor around daily huddles, knowledge management Cross training etc.
  • Provide updates and submit reports related to own area of work.
  • 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 :

  • Provide work direction and guidance to team members :
  • ensure accuracy of the work of team members, their ability to operate under deadlines and to work on multiple tasks

  • Establish systems and procedures in the team.
  • Allocate work and tasks to the team.
  • Conduct team building activities to enhance motivation.
  • Conduct knowledge transfer sessions for new joiners in the team.
  • Conduct process training or refresher training if required.
  • Contribute to and participate proactively in knowledge sharing sessions.
  • Complete mandatory training for self as identified in the training plan for the project.
  • Conduct appraisals for team members in a timely fashion.
  • Identify training needs of team members and provide coaching support to them.
  • Report to the manager on performance, status and any escalations.
  • Resignations / Absconder communication to Operations Manager.
  • Manage attrition and absenteeism.
  • Support recruitment efforts for the team.
  • Good To Have Skills

  • GL Accounting
  • Fixed Assets Accounting
  • Cost Allocations
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