Service Delivery Manager
Gurgaon, Haryana, India
1d ago

Deputy General Manager / General Manager

Qualification : Information :

Information :

  • Marketline MBA or an equivalent qualification with business knowledge.
  • Medtrack / Citeline Graduate / Post Graduate / Doctorate degree in Life Sciences / Pharmacy / Medical sciences or equivalent.
  • Media & Entertainment :

  • Bachelor's / Post Graduate (preferably MBA), PMP certification or relevant domain certification.
  • Responsibility :

    Business / Customer :

  • Drive team to achieve process SLAs / metrics productivity and quality targets within expected timelines.
  • Act as the primary contact for client escalations.
  • Responsible for account financial performance.
  • Identify business priorities and strategic objectives of customers and develop / present ideas and solutions to address them.
  • Conduct Account Mining to identify potential opportunities and offer clients new product ideas.
  • Maintain active dialogue with various clients on their requirements and solicit feedback on overall service delivery.
  • Understand client requirements / needs and actively look for opportunities to extend support / service.
  • Participate in client discussions and develop good relationship with clients.
  • Discuss operational issues and Critical to Quality (CTQ) delivery.
  • Anticipate and plan for new business.
  • Participate in management discussions (Governance discussion, Management forums with customer).
  • Analyze customer feedback at appropriate intervals and initiate ways to improve the score.
  • Provide DGM support on company profiling, RFP proposals related to the process.
  • Enhance standard practices based on engagement learnings, specific client requirements and perceived gaps.
  • Understand different organizational assets for the sector / domain and develop high value growth areas / solutions for customers.
  • Create high quality, data driven and wellanalyzed weekly / monthly information reports / trackers for the customer.
  • Responsible for Customer satisfaction measured through CSAT.
  • Engage in adhoc analysis client queries and participate in management calls.
  • Project / Process.
  • Ensure quality and accuracy of deliverables and manage any issues related to delivery.
  • Understand the key financial components of the project and maintain controls on cost and resources.
  • Drive process improvement initiatives across processes under management.
  • Manage and supervise workflow for optimum utilization of resources and distribution timelines.
  • Identify key cost drivers and ensure they are optimized.
  • Ensure audit observations are addressed in a timely manner.
  • Plan for resources based on volume projection and current available head count and allocate responsibilities.
  • Ensure quality and accuracy of deliverables and manage any issues related to delivery.
  • Ensure timely update of deliverables related trackers by the team members.
  • Understand different organizational assets within the domain / sector and develop high value growth areas / solutions for customers.
  • Deliver informative, wellorganized and high quality presentations.
  • Measure existing operational metrics through lean and sixsigma methodologies.
  • Identify process reengineering opportunities.
  • Create a robust business continuity plan by identifying backups for TLs and above.
  • Assist the leadership in ensuring good organizational health scores for the project that include innovation index, risk identification and documentation, capacity modelling, learning health scores and similar metrics.
  • Implement best practices and ensure proper documentation and knowledge sharing across teams.
  • Implement comprehensive quality assurance processes and monitor adherence to these processes from time to time.
  • Deployment of bestInClass process / systems for the set revenue targets.
  • Process Health Score as per the scores measured by DAG team.
  • MIS and reporting of performance metrics.
  • Effective implementation of organization initiatives.
  • Share value addition and best practices across teams.
  • People.
  • 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

  • Coach the team on qualitative aspects.
  • maintain accuracy in all the deliverables, mentor the team on best practices.
  • Frame objectives for the team, communicate to all team members and review progress periodically.
  • People KRAs :
  • Manage utilization, employee satisfaction, performance, employee development and retention

  • Follow and actively foster a risk management culture within teams, where issues are raised / resolved with line manager, HR, or Legal and Compliance as appropriate.
  • Actively participate and contribute to team initiatives :
  • regular team meetings, presenting of thoughts, ideas, etc

  • Act as an interface between the leadership and the team and communicate.
  • Participate in organizational initiatives such as recruitment drives and facilitate knowledge sharing sessions.
  • Identify training needs for direct reports and ensure domain / developmental trainings needs are met.
  • Manage attrition through skip level meetings, planning interventions, engagement calendars.
  • Track performance of all team members and provide timely feedback.
  • Conduct performance appraisals for team members and provide them constructive feedback for learning path and career growth.
  • Act as a point of contact for the resolution of any escalations from associates.
  • Ensure BES scores and other internal / external survey scores are in line with business expectations and take necessary action / steps in case of deviations.
  • MS Office
  • MS Powerpoint
  • Good To Have Skills

  • Bill Inquiry Handling
  • Employee Status : Full Time Employee

    Travel : No

    Job Posting : Apr 21 2021

    About Cognizant

    Cognizant (Nasdaq-100 : CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era.

    Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses.

    Headquartered in the U.S., Cognizant is ranked 194 on the Fortune 500 and is consistently listed among the most admired companies in the world.

    Learn how Cognizant helps clients lead with digital at or follow us Cognizant.

    Report this job

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Application form