Training and Enablement Program Manager

hace 2 semanas

Ciudad de México, Ciudad de México Cognizant Technology Solutions A tiempo completo

Business Manager - Digital Marketing

Qualification:

-
Education:

Post Graduate (preferably MBA), PMP certification or relevant domain certification

Responsibility:

Stakeholder/Business Management:

  • Deliver on financial goals for the business.
  • Prepare and report process performance metrics to stakeholders.
  • Participate in management discussions (Governance discussion, Management forums with customer).
  • Identify key cost drivers and ensure they are optimized.
  • Proactively identify opportunities for additional business with customer.
  • Identify opportunities for growth & deliver on growth commitments (number of people).
  • Anticipate & plan for new business & get involved in hiring.
  • Share value addition and best practices across teams.
  • Adopt best practices from other processes/ verticals etc.

Customer Relationship Management:

  • Manage customer relationships through regular communication with clients through weekly/ monthly reviews.
  • Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer.
  • Attend customer calls and meetings, proactively flag issues and prevent surprises.
  • Manage and resolve escalations and issues raised by customers.
  • Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.
  • Analyze customer feedback at desired intervals and initiate ways to improve the score.

Process Improvements and Adherence:

  • Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms.
  • Initiate and deliver on process improvement projects to improve process efficiencies.

Project Control, Management and Review / Program delivery:

  • Drive team to achieve process SLAs / metrics
  • productivity and quality targets within the established timelines.
  • Ensure proper documentation and knowledge transfer as per project plan and schedule.
  • Work with support functions to enable infrastructure support to team and ensure zero downtime.
  • Prepare for infrastructure and other growth related requirements.
  • Ensure resource utilization and scheduling of end to end work.
  • Plan for resources based on volume projection and current available head count and allocate responsibilities.
  • Effective forward planning in terms of process delivery, people & client engagement.

People/Team:

  • Provide guidance and mentorship to team.
  • Drive knowledge management and continuous up skilling of the team.
  • Conduct performance appraisals for team members.
  • Manage attrition through skip level meetings, planning interventions, engagement calendars.
  • Identify training needs for direct reports and ensure domain/developmental trainings needs are met.
  • Participate in organizational initiatives such as recruitment drives, training programs etc.
  • Deliver communication received from senior management to the team members though town halls, team meetings.

Must Have Skills

  • Speaking English

Good To Have Skills

  • Field Serv Mgmt-Tech
  • After Sales & Service (Tech)

Employee Status :
Full Time Employee

Shift :
Day Job

Travel :
No

Job Posting :
Feb

**About Cognizant

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