Service Delivery Manager

Job title COGNIZANT IS LOOKING FOR TEAM MANAGER (LOCATION: PAN INDIA)

Job summary

• Experience: 8to10yrs

• Minimum 8+ years of experience from Process Excellence and Project Management

• Skills Required

• Lead Six Sigma: Green/Black Belt certificate.

• Onboarding/Authorization Governance Lead-6 Sigma+ Client facing exp

• Incentives/Deal Flow Governance Lead-6 sigma+ Client facing experience

• Policy/Misc. Governance Lead-6 Signa+ Client Facing exp in compliance exception handling etc required

• Vector/Helpdesk Transformation PGM- exp driving large change projects required

Roles & Responsibilities

• Work with Governance team with specific focus on the above areas and with client stakeholders to launch new and optimize existing processes.

• Documentation and alignment of existing processes (Some already complete)

• Review existing processes and identify opportunities for efficiency

• Provide recommendation for process design

• Redesign process for efficiency

• Create tools to work within the Google environment that will optimize processes.

• Document new processes

• Create training plans to pilot new processes (If pilot possible with small group)

• Upon successful re-design and pilot train existing partners on new processes

• Monitor new processes and document for productivity gains

• Update required KB with process modification.

• Create necessary communications for distribution to partners around process modification and changes.

• Preparation of WBR/QBR outlines to be followed by partners that share meaningful discussion/content in addition to the required data/operations performance trends.

• Project management roles for Helpdesk are internal facing highly XFN oriented and project management oriented internally within Google we need resources with change mgmt./launch mgmt. experience.

• Project Management role for knowledge/quality/Training will require a hybrid of Skills client facing acumen (through they will not actually be talking to partners to understand partners sentiment to setup quality and training) internal project Management and need experience in managing knowledge/quality/training programs.

Job Location

Primary: Hyderabad/Gurgaon

Certification(s) Required

Six sigma Green Belt/ Six sigma Black belt

Technical Skills

SNo Primary Skill Proficiency Level * Rqrd./Dsrd.

1 Speaking English PL3 Required

2 Customer Service PL3 Required

Schedule: Full-time

Shift: Day Job

Travel: No