Program Manager
hace 4 semanas
**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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