The incumbent will be responsible for driving growth, reaching business objectives, and driving highly effective delivery teams. With the incumbent’s broad strategic, the regional service-line delivery leads will redefine the client’s experience and develop strategies to deliver the key performance indicators and service line agreements. The incumbent will develop business strategies, leading Operation teams and manage client relationships. The incumbent will manage the day-to-day client-specific service/operational deliverables, operational excellence and quality.
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● Establish and maintain professional executive business relations with clients, distributors and vendors and to ensure a high level of service and client satisfaction
● Oversee the implementation of effective business practices and ensure operational excellence at all levels to further enhance client satisfaction and advocacy
● Work directly with the Service Delivery teams and other key leaders in driving new revenues and increasing growth within existing accounts
● Develop strategic and tactical goals and objectives, review revenues and costs, and coordinate operations throughout accounts
● Support key initiatives/partnerships designed to advance business goals
● Manage Account Management activities, including strategic planning, development and implementation of appropriate business operations
● Work with senior management, client representatives, and other resources to administer effective strategies, solutions, and policies consistent with established Company-wide goals and initiatives
● Serve as the company’s primary point-of-contact for client relations and satisfaction, deliver on client expectations; ensure effective account management, employee performance and productivity
● Facilitate activities with related department heads and stakeholders, provide leadership to subordinate employees, and ensure client advocacy at all levels of operations
● Develop management protocols and accountabilities to ensure the timely and thorough execution of sales strategies and ensure coordination and integration with broader corporate goals and objectives
Cognizant US Corporation is an Equal Opportunity Employer Minority/Female/Disability/Veteran. If you require accessibility assistance applying for open positions in the US, please send an email with your request to CareersNA2@cognizant.com
Qualifications
●The ideal candidate will have at least 15 or more management experience in a fast paced, rapidly changing operational environment.
●Ability to drive BAU ops along with high degree of ‘ambiguity’ and constant process changes
●Agility to respond with solution with a project mindset – Action Item, Timeline, Resource Requirements, Support needed etc. Run the program with a mindset of ‘Start-up’ operations
●Bachelor’s degree in sales or closely related business field or an equivalent combination of professional, directly related experience and directly related education; MBA preferred
●The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.
●Demonstrated ability managing and developing large high performance teams of associates/managers is required. Demonstrated familiarity with general principles of workflow in an inbound call/ chat/ email center, and current technologies to help manage that workflow. Must possess exceptional analytical capabilities.
●The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment. A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is required.
●Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.
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