General Manager, Operations

Cognizant Technology Solutions Philippines Inc.; Taguig; On-site; PHP 250,000 - 380,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. is seeking an experienced Operations Manager to oversee client engagements in a fast-paced, healthcare-focused environment in Taguig. You will manage delivery performance, budgeting, governance, and cross-functional collaboration.

The role emphasizes driving process improvements, reducing risk, and ensuring contract compliance while leading a team of operations managers and coordinating with on-site teams and client stakeholders.

Qualifications

• Minimum of 10 years of Operations Management experience, with Healthcare and Life Sciences Contact Center experience preferred.
• Willing to work onsite in Taguig.

Responsibilities

• Understand overall service and program performance and communicate updates to the client counterpart.
• Ensure delivery of service metrics, fulfilment of client commitments, and adherence to contractual requirements.
• Assist in drafting contractual documents, including change orders.
• Participate in governance meetings and client teleconferences or video calls.
• Present program performance summaries and corrective action timelines.

Skills

People management

Client management

Leadership skills

Education

Graduate, postgraduate, doctorate, or equivalent qualification

Job description

Cognizantisaglobalorganizationservingclientsacrossmultipleindustrieswithadeepsetofofferingsprovidedbyourpracticeareasandsupportedbycorporateandenablingfunctions.Employingroughly270,000talentedassociatesworldwide,Cognizantisdedicatedtoanticipatingandsolvingclients’toughestproblemsandenablingthemtothriveinthedigitalera.JoinusandBeCognizant!

Qualifications:

• Graduate, postgraduate, doctorate, or equivalent qualification.

• Minimum of 10 years of Operations Management experience, with Healthcare and Life Sciences Contact Center experience preferred.

• Willing to work onsite in Taguig

Roles and Responsibilities

• Understand overall service and program performance and communicate relevant updates to the client counterpart.

• Ensure delivery of service metrics, fulfilment of client commitments, and adherence to contractual requirements.

• Assist in drafting contractual documents, including change orders.

• Participate in established governance meetings and ad hoc client teleconferences or video calls.

• Present program performance summaries, alignment with service goals, reasons for performance variance, corrective actions, and resolution timelines.

• Collaborate closely with Operations teams to obtain diverse inputs, generate ideas, and analyze operational risks.

• Support the management of client escalations, Root Cause Analysis, and Corrective and Preventive Actions.

• Work across functional boundaries to mitigate risks, establish common goals, and deliver business value.

• Liaise with client representatives on automation and process-improvement initiatives and lead related projects within the account.

• Facilitate the timely resolution of issues and escalations.

• Manage end-to-end delivery, including budgeting, revenue and cost management, capacity planning, and financial tracking and reporting.

• Report the financial status of assigned projects to senior leadership.

• Communicate and collaborate with clients to enhance business outcomes and optimize cost and productivity.

• Lead and guide Operations Managers in implementing client-approved process-improvement initiatives.

• Manage resources, attrition, and quality performance.

• Identify failure points affecting the business or customer and implement appropriate preventive and corrective measures.

• Act as a change agent and collaborate with Quality, Transition, Training, On-site teams, and clients.

• Drive improvements in quality, efficiency, cost, and customer value across the assigned client engagement.

• Understand the client’s core objectives and ensure that committed timelines are met.

• Identify key program requirements through a structured design and implementation process.

• Ensure that existing and newly specified client requirements are effectively implemented.

• Conduct skip-level meetings and organize team-building programs.

• Communicate messages and updates from senior management to team members through town halls and team meetings.

• Implement and meet Business Continuity Plan requirements in accordance with contractual obligations.

• Ensure timely and documented adherence to security and compliance policies and procedures within the service-delivery scope.

• Handle client escalations, where applicable.

• Design and implement Key Performance Indicator measures, measurement systems, and visual tracking controls or dashboards.

• Monitor and manage process performance to support sustainability and continuous improvement.

• Drive attrition-management initiatives.

Key Measurable Accountability

• Critical service-level metrics.

Essential Skills

• People management

• Client management

• Leadership skills

WhyJoinUs:

AtCognizant,wedon’tjustofferjobs—webuildcareersthatthriveinthedigitalera.

• GrowthThatMattersClearcareerpaths,continuouslearning,andopportunitiestomoveintoleadershiporspecializedroles.You’renotjustfillingaseat—you’rebuildingafuture.

• SupportThatEmpowersAcollaborativeculturewhereyourvoiceisheard,yourideasmatter,andyourwell-beingisprioritizedthroughstrongbenefitsandwork-lifebalance.

• ImpactThatInspiresWorkonglobalaccountsthatshapeindustries,influencemillionsofusers,andgiveyouasenseofpurposebeyondthepaycheck.

Yourfuturestartshere grow,thrive,andmakeanimpactwithCognizant.