Global Operations Performance Lead

Cognizant Technology Solutions Philippines Inc.; Taguig; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. is seeking an experienced operations leader to drive site performance and coordinate cross-functional teams across workflows.

You will be accountable for process performance, metric achievement, and continuous improvement initiatives in a fast-paced environment. You will coach and develop team members, implement SOPs, and collaborate with adjacent departments while maintaining effective communication with senior leaders and clients.

Qualifications

• 6-8 years of experience managing teams.
• Exemplary problem solving and analytical aptitude.
• Strong verbal and written communication skills.
• Ability to work independently with minimal supervision and coordinate with stakeholders.

Responsibilities

• Overall accountability for performance of the process.
• Ensure performance metrics are met or exceeded.
• Supervise and drive site performance to meet targets for all workflows/teams.
• Manage metrics, teams, clients, and business performance analysis.
• Evaluate business requirements and lead performance-improvement initiatives.
• Analyze daily performance indicators and raise awareness.
• Monitor, identify, and resolve performance or behavior issues using management techniques.
• Develop team members through coaching and mentoring for top performance.
• Train and develop competencies for the team.
• Develop and manage SOPs per client requirements and internal operations.
• Coordinate with interconnected departments on issues.
• Communicate with management levels during calibration sessions and client interactions.
• Lead reviews of quality issues including training, service, workflow, reporting, SLAs, and coaching.

Skills

Team management

Analytical aptitude

Verbal communication

Written communication

Root cause analysis

Stakeholder collaboration

Attention to detail

Shift flexibility

Job description

Cognizant Technology Solutions Philippines Inc. is seeking an experienced operations leader to drive site performance and coordinate cross-functional teams across workflows.

You will be accountable for process performance, metric achievement, and continuous improvement initiatives in a fast-paced environment. You will coach and develop team members, implement SOPs, and collaborate with adjacent departments while maintaining effective communication with senior leaders and clients.