Service Delivery Manager/Deputy General Manager - B&L Qualification Graduate,MBA(exclusions MCA,BCA,BTech depending on the type of project) Responsibility Business,Customer Acts as a L2 point of contact for escalations. Interacts with Client,customer to manage and resolve customer requests through effective queue management (prioritization of demand). Address the issues proactively. Provides project updates. Updates and reports all metrics related to area of work. Identify cost optimization opportunities. Project,Process,Ensure process deliverables are met. Act as an SME for geography specific business domain and regulations. Identify and drive opportunities to enhance service delivery. Handle advanced level escalations from client. Document all process changes. Manage quality of the process and drive process improvements. Identification and mitigation of risk. Adhere to the mandatory industry regulation and compliance requirements for the given process. Knowledge Management,Provide domain based guidance to the team at various stages of Transaction processing. Create documentation appropriate for the reusable assets,best practices,case studies,POVs. People,Team Management. Ensures alignment to org driven metrics and hygiene needs in terms of. a. Pyramid and Span. b. Job Rotation of resources. c. Cross Skilling of Resources. Resource Management. Mentors,coaches and grooms teams members to grow. Drives teams learning and innovation index goals. Delegates assigns and reviews tasks given to team members for accuracy. Performance Management and development plans. Manages attrition and absenteeism. Ensure Accurate Tracking and collating of Quality and KPI metric data. Must Have Skills MS Excel MS Office MS Word Good To Have Skills Speaking English FinAdv-FundDtbr-MutualFund-FoF Employee Status : Full Time Employee Shift : Day Job Travel : No Job Posting : Oct 30 2023 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. 00056007961