Ops Support Team Leader

Cognizant Technology Solutions Philippines Inc.; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. is seeking an experienced team leader to drive performance, analyze pain points, and lead business reviews with clients and stakeholders.

You will mentor direct reports, improve SOPs, and coordinate with process excellence to enhance product and policy inputs. The role requires 2+ years in people leadership, strong analytical skills, independent work ethic, and excellent written and verbal communication.

Qualifications

• 2+ years leading teams with client-facing experience.
• Strong analytical skills with RCA capability.
• Ability to work independently with minimal supervision.
• Excellent written and verbal communication skills.

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.

Skills

People leadership

Process improvement

Analytical reasoning

Stakeholder management

SOP development

MS Office

Google Workspace

Tools

MS Office

Google Workspace

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:

• 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

Who Thrives Here:

• 2+ years of experience as a team / people leader, with strong understanding of technical requirements aligned with client-provided SLAs.
• 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

Why Join Us?

At Cognizant, we don’t just offer jobs—we build careers that thrive in the digital era.

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You’re not just filling a seat—you’re building a future.
• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Your future starts here—grow, thrive, and make an impact with Cognizant.