Senior Associate

Delivery Manager

Qualification:

Responsibility:

Business/Customer:

• Participation in governance and periodic project reviews.

• Building relationship with customer key stake holders.

• Identification and communication of potential risks and dependencies in timely manner to stake holders.

• Ensure adherence to customer security and compliance requirements.

• Ensures that the team adheres to business etiquette.

• Ensure stated productivity requirements are met for the engagement.

• Providing suggestions/value adds for customer business/infra.

Project / Process:

• Review CSAT feedback and ensure timely implementation of corrective actions.

• Ensure effective floor and critical situation management.

• Responsible for timely resolution of high impact situations.

• Responsible for management of critical and complex changes where applicable.

• Coordinate with resolver groups vendors/carriers.

• Provide inputs to FAQ database / KR / contribute towards updating knowledge assets.

• Ensure on time delivery of the status or shift hand over report and responding to mails/requests on time.

• Initiate and drive continuous service improvement plans (CSI).

• Responsible for optimum resource planning.

• Track project performance of the team and publish it in a timely manner.

Team / People:

• Contribute to and participate proactively in knowledge sharing sessions.

• Act as a buddy for new hires.

• Responsible for Performance management and career development and retention of the team members.

• Conduct regular one on one feedback sessions to improve team performance.

• Track BQ performance and derive action plans to improve on BQ performance.

• Conduct regular team meetings to share operation process organization people updates to the team.

• Responsible for driving Reward & Recognition and employee engagement.

• Review technical expertise of associates Identify skill gap and initiate appropriate learning & training programs.

Organization:

• Adherence to Organizational policies and processes (including Cognizant's security policies LP timesheets etc).

• Participate in recruitment drives.

• Ensure team contributes and participates in all organizational technology events and knowledge sharing forums.

• Contribute to location/SBU initiatives.