Job Properties
  • Job Type
    Full-time Position
  • Category
    Finance & Accounting
  • Languages
    English
  • Experience Required
    Entry
  • Degree Required
    Bachelor
    • Province
      Amersfoort
    • Date Posted
      September 06,2022
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    Deputy General Manager

    :
    The 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:

    • 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
    • Manage day-to-day Account Management activities, including strategic planning, development and implementation of appropriate business operations
    • 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. Bi-lingual (English – Spanish) desired
    • Ability to drive BAU ops along with high degree of ‘ambiguity’ and constant process changes
    • Agility to respond with solution with a project mind set – Action Item, Timeline, Resource Requirements, Support needed etc. Run the program with a mindset of ‘Start-up’ operations
    • 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
    • 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, specifically LATAM & North America.
    • 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.

    Employee Status : Full Time Employee

    Shift : Day Job

    Travel : No

    Job Posting : Aug 29 2022

    About Cognizant
    Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.

     
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