Ops Support Lead — Process Improvement & Analytics

Cognizant; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Cognizant in Taguig, Philippines, is seeking a proven leader to drive performance, manage teams, and advance process improvements across client projects. This role emphasizes strong analytical skills, SOP development, and effective stakeholder communication.

The ideal candidate will guide cross-functional teams, mentor staff, and collaborate with product and policy teams to deliver measurable results and scalable operations in a dynamic digital environment.

Qualifications

• 2+ years of experience as a team / people leader
• Developed SOP/ user guides for process flows
• Must be able to work independently with minimal supervision and has similar experience in managing teams without significant oversight
• Possesses client relationship management skills
• Highly analytical - should be able to do independent analysis, conduct and create RCAs
• Has exceptional track record of operational rigor
• Has experience in starting off with small teams and creating structure to make teams scalable
• Excellent oral and written communication skills
• Proficient in using MS Office or Google Workspaces tools

Responsibilities

• Drive performance, identify and analyze operation pain points, and recommend solutions
• Lead Business Reviews internally and with clients / stakeholders
• Collaborate with Tier 3 on ideation activities, and overall process improvement
• Identify, report and track issues in SOPs, tooling and recommend solutions
• Drive and implement process updates, provide recommendations, and best practices
• Analyse user behavior data and make content recommendations based on metrics
• Coach and mentor direct reports of all tenure, implement performance quartile management
• Work with process excellence team to build strong understanding of the product and provide meaningful inputs/insights for product/policy enhancement
• Participate in planning sessions and helps set plans and programs
• Participate in client calls regarding updates on new products and development
• Participate in planning sessions and helps set plans and programs

Skills

Team leadership

Analytical thinking

Communication skills

MS Office / Google Workspace

Tools

MS Office / Google Workspace

Job description

Cognizant in Taguig, Philippines, is seeking a proven leader to drive performance, manage teams, and advance process improvements across client projects. This role emphasizes strong analytical skills, SOP development, and effective stakeholder communication.

The ideal candidate will guide cross-functional teams, mentor staff, and collaborate with product and policy teams to deliver measurable results and scalable operations in a dynamic digital environment.