Workflow Lead SDM

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!

Responsibilities:

• Obtain and maintain a subject matter expert level understanding of the client’s product/workflow
• Responsible for creating and presenting WBR/MBR/QBR
• Monitor all SLA/KPIs, deep dive into any shortfalls and escalate required focus to relevant teams
• Manage communication between Cognizant and client stakeholders cascading relevant information to operation team or supporting teams
• Capture new requirements, prepare proposals for implementation or pilots for feasibility
• Manage client escalations, create action plans with consult with relevant teams
• Lead process improvements, conduct deep dives of metric shortfalls, and organize the roll out of changes
• Identify risks throughout the program raising flags to upper leadership as applicable
• Coordinate between all teams including extending Cognizant shared teams such as HR, recruiting, training, and other backend supporting teams
• Review and modify daily, weekly and monthly timesheets and end-of-month billing and provide final sign-off for workstream billing and invoicing.

Qualifications:

• Completed at least 2 years in College
• Open to work on shifting schedule
• 5+ years of account management / service delivery experience or other related customer management experience
• 5+ years of experience in a customer service environment
• Demonstrable Metric and KPI improvement actions
• Working with cross functional and global teams experience
• Experience prioritizing internal and external (client) needs with data-based decisions and solutions
• Proven success in call center or similar position
• Proficient in Google applications and contact center equipment

• Why Join Us?
• Competitive Salary & Benefits – Earn well while enjoying great perks
• Career Growth – Clear paths for promotions and skill development
• Supportive Work Environment – Join a team that values you
• Comprehensive Training – No experience? No problem! We’ve got you covered
• Exciting Opportunities – Be part of a dynamic and growing industry

Ready to take the next step? Apply today!