Operations Lead - Customer Experience & Delivery Excellence

Cognizant; Quezon City; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Cognizant in Pasig City is seeking a Senior Manager to own delivery metrics and drive performance for multiple teams across geographies. You will lead Team Leads, QA, Trainers and support personnel to meet CSAT, SLAs and capacity targets.

Responsibilities include stakeholder management, client engagement, process improvements and budgeting. The role requires strong communication, leadership, and the ability to grow and sustain productivity in a dynamic outsourcing environment.

Qualifications

• Bachelor's/College Degree in any field; MBA preferred; PMP or relevant domain cert; or completed 2 years in college
• At least 5 years in a contact center senior managerial role
• Advantage if background in financial accounts, payment gateway, or customer service
• Excellent understanding of social space including trends, influencers, and engagement
• Ability to manage multiple stakeholders across geographic teams
• Strong interpersonal and communication skills for global customers
• Willing to work at Giga Center, Pasig; willing to mid-graveyard shifts/holidays/weekends if needed

Responsibilities

• Deliver on financial goals for the business
• Prepare and report process performance metrics to stakeholders
• Participate in governance discussions with the customer
• Identify key cost drivers and optimize
• Proactively identify growth opportunities and hiring needs
• Share value addition and best practices across teams
• Adopt best practices from other processes/verticals
• Manage attrition and provide leadership to the team

Skills

Senior manager

Stakeholder management

Communication skills

Team leadership

Education

Bachelor's degree

MBA preferred

Job description

Cognizant in Pasig City is seeking a Senior Manager to own delivery metrics and drive performance for multiple teams across geographies. You will lead Team Leads, QA, Trainers and support personnel to meet CSAT, SLAs and capacity targets.

Responsibilities include stakeholder management, client engagement, process improvements and budgeting. The role requires strong communication, leadership, and the ability to grow and sustain productivity in a dynamic outsourcing environment.