CognizantService Delivery Manager
Feb. 2023 - May. 2024United StatesEnhance customer satisfaction and operational efficiency by optimizing service delivery processes. Facilitate effective project management by devising and implementing communication strategies for clients and internal teams. Advise on HR requirements, manage operational activities, and lead recruitment and employee engagement initiatives. Streamline processes for administrative reports and efforts by formulating new policies. Initiate projects to improve monitoring and reporting systems, incorporating Salesforce reports and establishing dashboards for risk management. Inform decision-making and continuous improvement through in-depth analysis of implementation data and metrics. Adapt to evolving responsibilities and embrace additional duties to support organizational goals.
Assured timely project completion by overseeing and coordinating with cross-functional teams. Developed and implemented robust project management tools to aid project execution and monitoring.
Ensured team adherence to compliance standards at 100%, with buffer management meeting goals at less than 15%.
Maintained attrition rates below 20% by introducing transparent, unbiased, and efficient performance management system.
Established KPIs and developed robust methods for tracking progress by closely collaborating with director of implementations.
Achieved 100% of required Service Level Agreements (SLAs), exceeding goals and maintaining Book of Business at 95% monthly, covering at least 90% of accounts.
Reduced friction and enhanced operational efficiency by gathering feedback from partner-facing teams and collaborating with product and engineering departments.