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Associate Director - AR Engineering

Company: Cognizant
Location: Austin
Posted on: June 24, 2022

Job Description:

About CognizantCognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world's leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work. With over 75 development and delivery centers worldwide and approximately 199,700 employees as of September 30, 2014, Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world. Visit us online at or follow us on Twitter: @Cognizant
Job ResponsibilitiesThe Regional Lead, Service Operations will be responsible for driving growth, reaching business objectives, and driving highly effective delivery teams. With the incumbent's broad strategic, the regional service-line delivery leads will redefine the client's experience and develop strategies to deliver the key performance indicators and service line agreements. The incumbent will develop business strategies, leading Operation teams and manage client relationships. The incumbent will manage the day-to-day client-specific service/operational deliverables, operational excellence and quality.
Responsibilities? Manage day-to-day Account Management activities, including strategic planning, development and implementation of appropriate business operations? Establish and maintain professional executive business relations with clients, distributors and vendors and to ensure a high level of service and client satisfaction? Oversee the implementation of effective business practices and ensure operational excellence at all levels to further enhance client satisfaction and advocacy? Work directly with the Service Delivery teams and other key leaders in driving new revenues and increasing growth within existing accounts? Develop strategic and tactical goals and objectives, review revenues and costs, and coordinate operations throughout accounts? Support key initiatives/partnerships designed to advance business goals ? Work with senior management, client representatives, and other resources to administer effective strategies, solutions, and policies consistent with established Company-wide goals and initiatives? Serve as the company's primary point-of-contact for client relations and satisfaction, deliver on client expectations; ensure effective account management, employee performance and productivity? Facilitate activities with related department heads and stakeholders, provide leadership to subordinate employees, and ensure client advocacy at all levels of operations? Develop management protocols and accountabilities to ensure the timely and thorough execution of sales strategies and ensure coordination and integration with broader corporate goals and objectives Skill & Qualification? The ideal candidate will have at least 15 or more management experience in a fast paced, rapidly changing operations environment. ? Bachelor's degree in sales or closely related business field or an equivalent combination of professional, directly related experience and directly related education; MBA preferred? Experience in managing clinical study operations will be an added advantage? Should be currently working as VP / Head / Director Operations in an MNC BPO in Voice / Customer Care process in an International process in an MNC BPO.? Prior experience in leading international operations? The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.? Demonstrated ability managing and developing large high performance teams of associates/managers is required. Demonstrated familiarity with general principles of workflow in an inbound call/ chat/ email center, and current technologies to help manage that workflow. Must possess exceptional analytical capabilities.? The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment. A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is required.? Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.

Keywords: Cognizant, Austin , Associate Director - AR Engineering, Executive , Austin, Texas

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