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Team Leader

Cognizant Kuala Lumpur, Malaysia
Posted 9 days ago Permanent Competitive
Team Manager - Tech Support

Qualification:
• Education- Graduate /Post Graduate - preferably MBA graduates Knowledge of CRM tools & MS office tools, especially (Excel, PowerPoint)
Responsibility:

Stakeholder/Business Management:
  • • Update trackers, Create/Update tickets, update required applications & tools and keep PM informed of new issues.
  • • Respond through email and chat.
  • • Provide updates and submit reports related to own area of work.
  • • 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 & suggest Business improvement opportunities.
  • • Identify & drive opportunities to enhance service delivery & Customer experience.
  • • Identify cost optimization opportunities.
  • • Drive business excellence to add value to client.
Customer Relationship Management:
  • • Provide information, educate customer, troubleshoot, probe and fix issues.
  • • 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.
  • • Seek regular feedback from Customers and communicate to the team.
Process Improvements and Adherence:
  • • Ensure adherence to Quality norms and processes.
  • • Ensure individual & team SLAs are met on processing transactions (if applicable).
  • • Ensure process guidelines are followed and met as documented.
  • • Initiate and deliver on process improvement projects to improve process efficiencies.
  • • Innovate opportunities to automate & reduce manual interventions.
  • • Discuss/ suggest the way forward, improvement areas to the Customer/process.
  • • Drive a culture of continuous improvement within the team.
Project Control, Management and Review / Program delivery:
  • • Drive team to achieve process SLAs / metrics - productivity and quality targets within the established timelines.
  • • Conduct analysis, track services delivered.
  • • Review process audit findings and take corrective action to prevent negative results.
  • • Conduct Quality checks & periodical reviews for process adherence.
  • • Handle supervisory calls and report to 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.
  • • Manage and ensure resolution of escalations and issues raised by customer.
  • • Track process spends and highlights variances.
  • • Interface with other departments for getting required assistance or support for the team.
  • • Manage available resources between sub processes and ensures that the entire project deliverable is met.
  • • Optimum resource utilization through cross training initiatives, buffer management.
  • • Engage with other processes to understand and implement best practices.
People / 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 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.
  • • 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.
  • • Manage attrition and absenteeism.
  • • Support recruitment efforts for the team.
  • • Conduct knowledge transfer sessions for new joiners in the team.
Must Have Skills
  • Customer Service
Good To Have Skills
  • Speaking English
Job ID  00059095351
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