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SDM - Transactional Quality

SDM - Transactional Quality

Cognizant

12 - 16 years

0 Lacs

hyderabad telangana

Posted:2 days ago| Platform: Shine logo

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Skills Required

quality management six sigma lean communication skills negotiation skills compliance ms office tools analytical skills computer skills team leadership process improvement continuous improvement process control compliance management governance performance reviews mentoring insurance property casualty clientfacing skills process knowledge innovative solutions implementation technologies automation quality support metrics development slaslo metrics learning interventions design techinfused learning solutions

Work Mode

On-site

Job Type

Full Time

Job Description

As a Service Delivery Manager, you will be responsible for overseeing transactional quality, leading standardization, adopting best industry practices, and implementing new methodologies to help meet overall business objectives. You will lead the overall Quality function and effectively manage resources. **Key Responsibilities:** - Lead Quality support for a strategic offering including Quality as a Service (QaaS). - Provide quality support and develop 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 by maintaining consistent performance across External & Internal quality metrics/expectations. - Strengthen quality management processes/framework to improve delivery & performance. - Accurately capture SLA/SLO Metrics and reporting needs of each client, setting up/customizing processes to seamlessly meet client expectations. - Drive continuous improvement programs across processes. - Analyze utilization, efficiency, and available data for the process. - Undertake detailed process improvement studies and upskill team members. - Ability to generate out-of-the-box ideas and Process Improvement Initiatives in the process. - Translate key business drivers to performance requirements and identify/design learning interventions accordingly. - Drive Process Control & Compliance while 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 the TQ team. - Mentor Green Belt/Yellow Belt projects. **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 and Lean. Six Sigma Black Belt certification is preferred. - Successful track record of improving performance against quality, efficiency, and effectiveness metrics. - 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 PowerPoint & Excel. - Experience in implementing innovative solutions and driving technologies, automation. - Analytical acumen and the ability to streamline complex processes. - Strong computer skills. As a Service Delivery Manager, you will need to possess excellent English communication skills, strong attention to detail, time management, interpersonal skills, team management skills, problem-solving abilities, research skills, and be self-motivated to efficiently work under pressure while realigning priorities.,

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SDM - Transactional Quality