Program Manager

hace 2 semanas

Guadalajara, Jalisco, México Cognizant A tiempo completo

We're hiring


At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide.

A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment.

At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant

We have an exciting opportunity for an exceptional individual to work supporting one of our clients as Program Manager

What you'll do:


Help drive better Vendor Management experience for the respective LOB by identifying pain points and working the LOB Lead and SDMs (Google) to resolve along with the Cognizant team.

Be a strategic partner for the LOB and lead/support initiatives to monitor and review actual performance of various vendors

Report out performance metrics and anomalies to Cognizant leadership.

Preferred experience:

Education Qualifications:
Any Postgraduate

Necessary Experience and skills:
Program-Project Manager with deep understanding of workforce management, Customer Service Operation Management, CX and QA

Strong Analytical, Organization skills and high attention to detail, preferably, those with ops profile or related experience in the role

Ability to think critically / out-of-box, and deliver quality results

Experience working with Project Management methodologies in matrix environments

Experience collaborating or operating in multi-vendor/geographically dispersed stakeholders in a large, global setup preferred.

Excellent written and verbal communication skills, critical thinking, negotiation, and management skills with excellent stakeholder management skills

Key Responsibilities:
Analyze and manage operations' performance data internally to lead to clear root causes analysis and actions

Prepare Operations/Project progress reports, sharing best practices and potential actions to be implemented or proposing alternative solutions on risks

Involve client/suppliers, when necessary, to discuss specific aspects of a project that can affect scope, deadlines, and quality, including risks and management of the changes, after performing the impact analysis

Manage relationships with Vendor Managers and internal stakeholders

Lead and manage the projects independently or with the Client SPOCs

Establish a project plan, monitoring its progress and tracking deviations to achieve stated goals

Stakeholder/Business Management:
Establish and retain high levels of client engagement and relationship.

Participate in a daily teleconference call, which could include items such as: a summary of the previous day's performance, the relation of that performance to service/program goals, and an explanation for the variance with the necessary corrective action to be taken and the time frame needed for resolution

Understand the client's KRAs, ensure that all timelines are met, identify key program requirements through a structured design and implementation process and ensure that these requirements and any new requirements specified by the client are met as planned

Implement preventive & corrective measures on failure points impacting customers

Work closely with Vendor Operation teams to obtain input of diverse views, facilitate generation of ideas, analyze operational risks Failure Mode Effective Analysis (FMEA), extend support in managing client escalations Root Cause Analysis/ Corrective Action Preventive Action (RCA/CAPA) and work across traditional functional boundaries to mitigate risks and establish common goals to deliver value to the business

Act as a Change Agent and work closely with Transition, Quality, Onsite teams, and Clients to optimize Performance, Quality, Efficiency, Cost and Customer Value

Customer Relationship Management:
Improve customer satisfaction through engagement and delivery quality

Identify and initiate customer value add projects

Identify & drive opportunities to enhance customer experience along with CX Manager

Process Improvements and Adherence:
Drive operational rigor and continuous improvement culture

Ensure audit observations are addressed timely

Analyze current situation (As-is), identify improvement opportunities and recommend measures (To-be) to re-engineer processes

Identify process re-engineering opportunities & drive innovation initiatives by providing guidance to Automation focal to reduce manual interventions

Monitor for improvement opportunities & suggest alternative approaches

Design and implement KPIs, measurement systems and dashboards to manage process performance for sustainability & continuous improvement

Act as a domain consultant to build strong domain knowledge to the processes

Why Cognizant?

  • Improve your career in one of the largest and fastest growing IT services providers worldwide_
  • Receive ongoing support and funding with training and development plans_
  • Have a highly competitive benefits

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