Director - BPO Insurance Account - Cognizant - Des Moines

Job description
This person will be responsible for the day-to-day BPO (Insurance domain) Contact Center management work functions and PL. This person will develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.


Key Responsibilities
Manages single large customer or two medium customers.
Responsible for multiple project delivery and project management
Responsible for Business Unit Development * competency and business development plans
Responsible for people Management * involved in Hiring decisions, finalizing appraisals and development plans.
Responsible for overall motivation and morale of the group
Responsible for customer Satisfaction and relationship building. Resource Utilization, Quality management.
Provides overall direction to the project teams.

Job Requirement And Skills

Good understanding of technology trends and usage in company business areas.
Project Management,
People Management - approximately 80 people team
Client Relationship skills
Good understanding of business and functional linkages.
Understanding of Business Development
Organizational competency building skills

Supervisory Level

High level of influence within the organization and external customers/ business partners.
Routinely reports project status to Senior Mgmt. Has authority to make account/Business unit related decisions

People interactions
Within own team or department at leadership / strategic level.
Contact with user/customer up to and including senior-level management.
Contact with peers in the organization at global senior management at strategic level

Qualifications

Technical Skills
SNoPrimary SkillProficiency Level *Rqrd./Dsrd.1Operational Reporting3Required
Proficiency Legends
Proficiency LevelProficiency Description1The Individual has limited academic or practical knowledge of the skill and is in the process of acquiring this knowledge through various channels.2The Individual possesses knowledge of the skill obtained through various channels. She / he has active application of this skill in engagements or projects.3The Individual has comprehensive and in-depth knowledge of the skill. She / he has extensive successful applications of the skill in engagements or projects.4The Individual can function as a subject matter expert for this skill and is capable of mentoring, teaching and leading the application of this skill consistently.

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