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Cognizant
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SDM - Transactional Quality

SDM - Transactional Quality

Cognizant

12 years

0 Lacs

Hyderabad Telangana India

Posted:2 months ago| Platform:

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Skills Required

service standardization sigma lean certification efficiency effectiveness metrics communication negotiation management compliance audit power excel support development zones drive capture reporting analysis data design learning flexibility addition governance research

Work Mode

On-site

Job Type

Full Time

Job Description

ROLE: Service Delivery Manager -

Seasoned professional who shall oversee transactional quality as a Service, expected to lead standardization, adoption of best industry practices and implement the framework including new methodologies to help meet overall business objectives. Lead the overall Quality function and manage resources effectively

Qualifications

12+ years of industry experience in Back Office and Contact Centre operations

Experience in Insurance - Property & Casualty domain
Exposure to different improvement frameworks like six sigma, lean. Six Sigma Black Belt certification is preferred considering the Global scale and impact of the role
Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements
Strong client-facing skills with excellent communication, negotiation and conflict management skills
Strong Process Knowledge and Compliance to Multiple Audit procedures
Thorough knowledge of MS office tools like Power point & excel are critical for the job
Experience in implementing innovative solutions and driving technologies, automation
Analytical acumen and the ability to streamline complex processes
Strong computer skills

Shift

Flexible on shift timings (working US hours)

Responsibilities

Lead TQ support for a strategic offering including Quality as a Service (QaaS).

Provide quality support, development of metrics and dashboards in line with customer requirements
Ability to lead a team, coordinate with teams spread across multiple locations and time zones and drive standardized practices
Meet and exceed client metrics: Consistent performance across External & Internal quality metrics / expectations
Strengthen quality management processes/framework to improve delivery & performance
Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client’s expectation
Drive continuous improvement program across processes
Analysis of utilization, efficiency and available data for the process
Undertake detailed process improvement studies and up skills the team members
Ability to get out of the box ideas and Process Improvement Initiatives in the process
Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options.
Should drive Process Control & Compliance in addition to managing Audit requirements.
Innovate new ways of learning and help drive adoption of Tech infused learning solutions.
Lead Governance & performance reviews for areas driven by TQ team
Mentor Green Belt/Yellow Belt projects

Knowledge / Skill

Excellent English communication (written and verbal)
Strong attention to details and time management
Strong interpersonal and team management skills
Ability to work with diverse teams
Strong problem solving, research and follow-up skills
Self-Starter and self-motivated
Be able to work efficiently and effectively under pressure while realigning priorities

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