General Manager for Retirement Insurance

Cognizant; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Cognizant is seeking an experienced operations leader in Manila to helm a large customer service team. You will oversee 200+ associates across multiple lines of business, drive performance, and ensure exceptional service delivery.

You will report to the General Manager with data and metrics, coach leaders, manage escalations, and partner with cross-functional teams to implement customer strategies. The role requires onsite work, night shifts, and a track record of developing future leaders.

Qualifications

• Bachelor's degree required; MBA preferred.
• Minimum 10 years in leadership roles in operations.
• Willing to work onsite and night shifts.

Responsibilities

• Manage a team size of 200+ across multiple LOBs.
• Report data and metrics to the General Manager for their respective Business Unit.
• Motivate, lead and develop the team.
• Serve as client point of contact and manage escalations.
• Partner with internal and external teams to deliver customer strategies.
• Lead hiring and staff development initiatives.

Skills

Leadership

Operations management

Customer service

Change management

Team coaching

HR processes

Hiring & onboarding

Resource planning

Escalation management

Education

Bachelor's degree

MBA (advantage)

Job description

Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients’ toughest problems and enabling them to thrive in the digital era. Join us and Be Cognizant!

Scope of Responsibilities:

• Manage a team size of 200 and up with multiple LOB
• Reporting of data and metrics to the General Manager for their respective Business Unit
• Strong management skills, with a proven ability to motivate, lead and develop the team
• Can provide evidence of when and how excellent customer services was delivered
• Works in partnership with internal and external teams to deliver focused customer strategies
• Prepare client status reports and participate in client’s reviews
• Point of Contact to the client and manages process escalations from beginning to resolution
• Good understanding of the operational drivers behind what drives great customer experience
• Experienced in change management and can demonstrate improvements on the back of implementation
• Coaching and feedback, responsibility for delivery of the defined complaints management process
• Contribute for the initial hiring and selecting process of team members
• People Management, including all HR related issues, feedback, appraisals as well as staff development
• Motivation and Engagement, leadership of the team and developing future leaders
• Ensure resource optimization
• Sound operational strengths- Capacity Planning and Resource Management, Travel readiness, etc
• Assist in preparation of offshore training strategy in terms of training methodology, duration and desirable outcomes
• Strong retention and Employee engagement strategies

Basic Qualifications:

• College graduate. MBA would be an added advantage
• Availability of US Visa is desirable
• Willingness to work on night shift
• Must be willing to work onsite
• Minimum 10 years of leadership experience in operations