Sr. Associate - Projects

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

• • Interact with customers (internal / external) to meet process deliverables.

• • Create status reports for customers (internal/external).

• • Prepare and report process performance metrics to the customer with the assistance of the Operations manager.

• • Manage and resolve escalations and issues raised by customers and process specialists.

• • Ensure adherence to Quality norms and processes.

• • Seek regular feedback from customers and communicate to the team.

• • 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 & drive opportunities to enhance service delivery and customer experience.

• • Identify cost optimization opportunities.

• • Identify & suggest Business improvement opportunities.

• Project / Process.

• • Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.

• • Ensure individual SLAs are met on processing transactions (if applicable).

• • Ensure process guidelines are followed and met as documented.

• • Conduct analysis, track services delivered.

• • Initiate and deliver on process improvement projects to improve process efficiencies.

• • Review process audit findings and take corrective action to prevent negative results.

• • Innovate opportunities to automate & reduce manual interventions.

• • Conduct Quality checks & Periodical review of process adherence.

• • Discuss/ suggest the way forward, improvement areas to the customer/process.

• • Drive a culture of continuous improvement within the team.

• • Maintain operations rigor around daily huddles, knowledge management Cross training etc.

• • Handle supervisory calls and report to the manager on performance, status and any escalations.

• • Responsible for daytoday work, process flows and constantly endeavoring to be able to lead the team from the front.

• • Drive business excellence to add value to client.

• • Manage and ensure resolution of escalations and issues raised by customer.

• • Track process spends and highlights variances.

• • Interface with other departments for getting required support for the team and to understand and implement best practices.

• • Manage available resources between sub processes and ensures that the entire project deliverable is met.

• • Optimum resource utilization through cross training initiatives, buffer management.

• • Supervise CSRs by monitoring volumes and patterns and schedule adherence.

• • Coach staff and answer CSR questions / manage processes and achievement of service levels for each process.

• • Handle escalated / sensitive customers as needed.

• • Manage day to day service levels of the TA CSR team.

• • Ensure CSRs follow all guidelines for call handling and processing of service requests.

• • Assist CSRs in providing outstanding customer service.

• • As volume dictates, the Supervisor may be required to help answer calls.

• • Work with Manager to develop performance standards, metrics and goals and manage the achievement of those goals.

• • Monitor and coach CSRs to maximize service effectiveness and efficiency.

• • Interview and hire new associates as needed to support the growth of the business.

• Manage administrative functions of the team: job reviews, interviewing, team meetings, etc
• • Assist in training initiatives.

• • Help develop technology advancements and process improvements.

• • Participate in training and project work to support the anticipated growth of the business.

• • Support other areas as business needs arise.

• People.

• Provide work direction and guidance to team members: ensure delivery of SLA’s, 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.

• • Groom self and team to support vertical growth.

• • Allocate work and tasks to the team.

• • Conduct process training or refresher training if required.

• • 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 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.

• • 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.

• • Manage attrition and absenteeism.

• • Support recruitment efforts for the team.

• • Complete mandatory training for self as identified in the training plan for the project.

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

• Speaking English

Cognizant