Cognizant has been a tremendous success story globally over the last 20+ years.

It is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world.

We run a Customer Support and Digital Marketing Centre for one of our clients – an instantly recognizable, global iconic brand. We are currently looking to expand the team in our office located in the centre of Dublin.

We are currently recruiting an operations leader to join us. This person will play an integral part in the leadership and ongoing success of this team.

Education Guidelines (Typical):

Post Graduate (preferably MBA), PMP certification or relevant domain certification

Purpose of the Role:

• Lead operations team for our client based in Dublin, managing a span of 150+ associates

• Directly supervise Managers and Team Managers, who have Team Leaders reporting to them

• Manage client stakeholders in Vendor management office and Business Office

• Translate strategic intent into sophisticated communications and breakthrough advertising

• Regularly measure, monitor, analyze and communicate marketing results.

• Work with marketing team to improve marketing program effectiveness based on results. Working closely with key stakeholders, schedule and allocate internal and external resources to develop and produce projects in a timely, cost-efficient manner.

• Effectively manage performance metrics and growth for the designers and developer managers

• Identify areas for account growth and new business

• Evaluate emerging technologies. Provide thought leadership and perspective for adoption where appropriate.

Areas of Responsibilities:

Stakeholder/Business Management:

• Deliver on financial goals for the business

• Prepare and report process performance metrics to stakeholders

• Participate in management discussions (Governance discussion, Management forums with customer)

• Identify key cost drivers and ensure they are optimized.

• Proactively identify opportunities for additional business with customer

• Identify opportunities for growth & deliver on growth commitments (number of people)

• Anticipate & plan for new business & get involved in hiring

• Share value addition and best practices across teams

• Adopt best practices from other processes/ verticals etc.

• Projects enhancement for Revenue growth

• Revenue Forecasting

• Contract Agreement

Customer Relationship Management:

• Manage customer relationships through regular communication with clients through weekly/ monthly reviews

• Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer

• Attend customer calls and meetings, pro-actively flag issues and prevent surprises

• Manage and resolve escalations and issues raised by customers

• Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value

• Analyze customer feedback at desired intervals and initiate ways to improve the score.

Process Improvements and Adherence:

• Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms

• Initiate and deliver on process improvement projects to improve process efficiencies • Driving Forums on Thought sharing for project improvement

• Whitepaper - Writing

• Automation Opportunity identification

Project Control, Management and Review / Program delivery:

• Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines

• Ensure proper documentation and knowledge transfer as per project plan and schedule

• Work with support functions to enable infrastructure support to team and ensure zero downtime

• Prepare for infrastructure and other growth related requirements

• Ensure resource utilization and scheduling of end to end work

• Plan for resources based on volume projection and current available head count and allocate responsibilities

• Effective forward planning in terms of process delivery, people & client engagement

• Tool Building - Workflows etc.

• Drive a culture of proactive risk identification within the process

People/Team:

• Provide guidance and mentorship to team

• Drive knowledge management and continuous up skilling of the team

• Conduct performance appraisals for team members

• Manage attrition through skip level meetings, planning interventions, engagement calendars

• Identify training needs for direct reports and ensure domain/developmental training needs are met

• Participate in organizational initiatives such as recruitment drives, training programs etc.

• Deliver communication received from senior management to the team members through town halls, team meetings

• Leadership assimilation

About Cognizant: Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world.