Operations Team Manager: Lead, Streamline & Coach

Cognizant; Kuala Lumpur; On-site; MYR 110,000 - 170,000; Full time

Job summary

Cognizant in Kuala Lumpur, Malaysia, is seeking a Team Manager - Operations to coordinate multiple teams and drive efficiency in day-to-day delivery.

The role focuses on mentoring team leaders, ensuring performance metrics, managing escalations, and aligning with company goals. The successful candidate will bring strong people management, operations knowledge, and the ability to lead 24/7 shifts in a fast-paced BPO environment.

Qualifications

• 5 years of operations experience and +5 years in Team Manager roles, preferably in BPO.
• Handle client escalations and presentations with high analytical and coordination skills.
• Excellent people management and ability to drive projects through to completion.
• Strong knowledge of operations/service delivery and ability to manage critical situations with minimal supervision.
• Team player, self-starter, high energy and flexible in a fast-paced environment.
• Strong client-facing, communication, negotiation, and stakeholder management skills.
• Able to manage 24/7 rotational shifts.
• Data-driven with attention to detail and risk mitigation planning.

Responsibilities

• Manages and leads a group of team leaders.
• Communicates company goals, safety practices, SOPs, and deadlines to team leaders.
• Ensures performance metrics are met on a weekly/monthly basis.
• Motivates team leaders and assesses performance.
• Provides help to management, including hiring and training, and reports on team performance.
• Leads initiatives to improve processes and deliver value to stakeholders.
• Coaches team leaders and members to develop skills and achieve goals.
• Develops team leaders' strengths and addresses weaknesses.
• Identifies goals and evaluates progress, resolving conflicts and organizing initiatives.

Skills

Team management

Operations experience

Communication skills

Leadership

Stakeholder management

Education

Bachelor's degree

Job description

Cognizant in Kuala Lumpur, Malaysia, is seeking a Team Manager - Operations to coordinate multiple teams and drive efficiency in day-to-day delivery.

The role focuses on mentoring team leaders, ensuring performance metrics, managing escalations, and aligning with company goals. The successful candidate will bring strong people management, operations knowledge, and the ability to lead 24/7 shifts in a fast-paced BPO environment.