Team Manager – Operations

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

Title : Team Manager - Operations

Location: Kuala Lumpur, Malaysia

About the Role

The Team Manager works to coordinate and help work groups to assimilate and work in harmony. Assist each employee to enhance their involvement and utilize their strengths to accomplish their shared responsibilities. Based on the strengths of each team member, managers then assign or delegate appropriate tasks to them.

Job Description

• Manages and leads a group of team leaders.
• Communicates company goals, safety practices, SOPs, and task deadlines to team leaders.
• Ensure performance metrics are met on a weekly/monthly basis.
• Motivates team leaders and assesses performance.
• Provides help to management, including hiring and training, and keeps management updated on team leader's performance.
• Leads initiatives for making processes more efficient & streamlined to deliver value to stakeholders.
• Coach team leaders & members. An effective team manager coaches the team on achieving goals and developing necessary skills that get results.
• Develop team leader's strengths and improve weaknesses.
• Identify goals and evaluate team progress. Resolve conflict and organize team initiatives.

Qualification & Experience

• Qualified graduate with 5 years of operations experience & +5 years of Team Manager experience (in a BPO is preferred).
• Handle client escalations and presentations. High analytical & coordination skills are essential
• Excellent people management skills and ability to follow through on projects assigned
• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
• Team player and self-starter with strong interpersonal and solution-oriented attitude and an ability to effectively operate with high energy and flexibility in a fast paced, constantly evolving team environment.
• Demonstrated ability to synthesize information and see the big picture while effectively managing details.
• Strong client-facing skills with excellent communication, negotiation and conflict management skills & Stakeholder management skills
• Able to manage 24/7 rotational shift.
• Ability to streamline complex processes and implement workflows designed to increase efficiency.
• Data driven with a keen eye for detail - proactive identification of failure points/ risks and develop action/ mitigation plans.

About Cognizant:

Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.

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