Job Description

TM|SDM|DGM Qualification: Education,Minimum Bachelors degree or equivalent practical experience Required Responsibility: Stakeholder,Business Management

• Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.

• Identify and suggest Business improvement opportunities.

• Identify and drive opportunities to enhance service delivery and Customer experience.

• Update trackers Create,Update tickets,service works, update required applications and tools.

• Act as the first level of escalations and resolve the same to the satisfaction of the stakeholder keep also ensure Process Manager is informed of new issues.

• Provide updates and submit reports related to own area of work.

• Knowledge Management,Ensure SOPs are reviewed per the agreed frequency.

• Maintain proper Cross Training plans.

• Accredidate associates before moving a resource into production (both new joiner and exisitng associate).

• Enncourage associates to use various material that are available in the intranet.

• Review update and maintain VSMs,process maps atleast once an year.

• Nominate associates for various domain related courses.

• Customer Relationship Management,Provide information educate customer troubleshoot probe and fix issues.

• Manage stakeholder relationship.

• Ensure Team Productivity levels are achieved as per the targets set year on year.

• Process Improvements and Process Adherence,Provide information educate customer troubleshoot probe and fix issues.

• Achieve Individual SLA targets set as well the account level collective targets set for the team.

• Ensure process delivery in the respective groups is as per the SLAs.

• Complete all mandatory training and certifications for self and team.

• Implement communication structure to ensure process and procedural updates are shared effectively.

• Lead and contribute towards process excellence initiatives.

• Provide detailed status updates on the CTQ (critical to quality)areas.

• Maintain the cross training tracker.

• Perform quality checks and ensure error free processing.

• Maintain SOP's in the process and ensure all changes are being captured diligently with appropriate version controls.

• Escalate to the management if deviations in the process are noticed.

• Ensure Utilization is greater than 85% or achieve the targets set by the Organisation.

• Highlight aging breaks,open tasks to Team leads,Managers on time.

• People,Team, Provide work direction and guidance to team members,ensure accuracy of the work of team members their ability to operate under deadlines and to work on multiple tasks.

• Establish systems and procedures in the team.

• Reporting to the manager on performance status and any escalations.

• Guide and mentor team members from a process perspective to ensure delivery of SLAs.

• Conduct team building activities to enhance motivation.

• Conduct knowledge transfer sessions for new joiners in the team.

• Conduct performance appraisals for team members provide input into the learning and career plans for team members.

• Identify training needs of team members and provide coaching support to them.

• Manage attrition and absenteeism.

• Support recruitment efforts for the team.

• Contribute to and participate proactively in knowledge sharing sessions.

• Participate and contribute to organizational activities.

• Provide work direction and guidance to team members.

• Establish systems and procedures in the team.

• Groom self and team to support vertical growth.

• Allocate work and tasks to the team.

• Report to the manager on performance status and any escalations.

• Facilitate and participate proactively in knowledge sharing sessions.

• Conduct team building activities to enhance motivation.

• Conduct process training or refresher training if required.

• Review VOC scores provides feedback and recommend refresher training whenever necessary.

• Resignations,Absconder communication to Operations Manager.

• Maintain EWS(Early warning system) for the team for tracking and proactively addressing people issues.

Must Have Skills

• MS Excel

• Customer Service

• Banking Operations

Good To Have Skills

• Branch Banking

Employee Status : Full Time Employee Shift : Day Job Travel : No Job Posting : Aug 23 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.