Team Lead
Cognizant
Kolkata, West Bengal, India
6h ago

Team Manager / Service Delivery Manager

Qualification : Information :

Information :

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

  • Bachelor’s degree or equivalent practical experience preferred.
  • Responsibility :

    Business / Customer :

  • 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.
  • Interact with internal and external stakeholders as and when necessary.
  • Continuously improve understanding of business processes.
  • Provide meaningful and timely resolutions to client queries.
  • Ensure quality standards are adhered to and team SLAs are delivered.
  • Information :

  • Offer clients productivity / quality benefits through process improvement and efficiency enhancement.
  • Monitor the research landscape and identify alternative and other data sources and mechanisms to collect data more efficiently and effectively.
  • Continuously improve research techniques / approach to increase the depth of content coverage to add value to the database.
  • Conduct pre / post publication checks as well as other relevant logical checks to ensure accuracy of the content published.
  • Ensure reports / articles are created and updated based on latest and most relevant research and ideas.
  • Ensure data and information is captured from all relevant websites, publications, thirdparty aggregators and database as well as country specific sources.
  • Support the Team Manager in designing the research approach, collate information, and prepare the final research output in desired format and guide the team of Process Specialists on this task.
  • Generate ideas on new products.
  • Project / Process :

  • Take complete ownership of all assigned tasks with minimal supervision.
  • Plan team level production and deliverables.
  • Ensure process guidelines are followed and met as documented and quality standards are adhered to.
  • Conduct periodical review of process adherence.
  • Explore opportunities and implement ideas for process streamlining (macros etc).
  • Initiate and deliver on process improvement projects to improve process efficiencies.
  • Review process audit findings and take corrective action to prevent issues.
  • Resolve process related queries and escalations.
  • Ensure all agreed standards of quality and accuracy are met at all times.
  • Work with Team Managers on assigned tasks to improve quality.
  • Benchmark practices across teams and share best practices with the team.
  • Ensure that any change in policy is immediately and appropriately communicated to the team alongside documenting such changes in the SOP.
  • Organize time effectively to deliver assigned tasks efficiently.
  • Update all relevant trackers consistently and correctly.
  • Adhere to and manage all workflow timelines.
  • Develop sector knowledge and improve understanding of databases / tools required by the role.
  • Ensure adherence to quality norms and processes.
  • Provide updates and submit reports related to own area of work.
  • Review team performance on process metrics and internal / external client audits.
  • People.
  • Provide work direction, guidance and mentorship to team members :
  • ensure accuracy of work done by team members, their ability to operate under deadlines and to work on multiple tasks

  • Provide coaching to the team on quality aspects and the need for maintaining accuracy in all the deliverables.
  • Mentor the team especially new joiners on best practices.
  • Help team members organize time effectively to complete assigned tasks.
  • Actively participate and contribute to team initiatives :
  • regular team meetings, presenting of thoughts, ideas, etc

  • Coordinate with other teams and team members for work completion.
  • Identify development needs and ensure training fulfillment for the team (to be tracked against the training plan) while encouraging team to actively participate in learning.
  • Contribute to knowledge development by participating in and facilitating knowledge sharing sessions.
  • Design and implement training programs based on results from quality checks.
  • Actively engage in identifying crosstraining opportunities for self and team members and readily accept / encourage associates to accept new assignments.
  • Provide constructive feedback to team on a regular basis and help them identify and fill gaps towards achieving their goals related to learning and career growth.
  • Assist Team Managers in conducting performance appraisals for team members.
  • Report to manager on performance status and any escalations.
  • Manage team, take ownership of issues within the team and provide meaningful resolutions wherever necessary.
  • Raise issues / concerns that affect the team / process with the SDM / Team Manager if unable to provide resolution.
  • Groom self and team to support account growth.
  • Allocate work and tasks to the team.
  • Conduct team building activities to enhance motivation.
  • Review team performance on process metrics and assist in internal / external client audits.
  • Contribute to recruitment efforts in the team (measured through participation in screening and interviewing candidates).
  • Identify development needs and ensure training fulfillment for the team (to be tracked against the training plan).
  • Review VOC scores, provides feedback and recommend refresher training whenever necessary.
  • Report to the manager on performance, status and any escalations.
  • Provide resignations / absconder communication to Operations Manager.
  • Manage attrition and absenteeism.
  • Must Have Skills

  • Authorize Cust Bill InvoiceAdj
  • Bill Inquiry Handling
  • MS Office
  • MS Powerpoint
  • Employee Status : Full Time Employee

    Travel : No

    Job Posting : Jun 03 2021

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