Cognizant - Director - Operations

- Manage business operations, including the development and execution of the overall business strategy.

- Contribute strategically to the growth and direction of client's products and services across different regions.

- Establish strong relationships with clients. Meet and exceed business growth targets.

- Drive operational improvements for business vertical(s), including optimizing resource allocation across teams, measuring progress against business goals.

- Participate in and help steer global initiatives as appropriate and ensure that global initiatives are rolled out properly to your vertical/sector.

- Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

- Build high performance teams, improve organizational efficiencies, build scalable business processes and infrastructure.

- Ensure alignment with cross-functional teams across business lines that support and help execute better business.

- Participate/lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, HC, hiring, etc.).

Must Haves :

- MBA/ MS or Bachelor Degree with relevant experience.

- At least 15 years of operations experience at an ITeS, BPO or online business with deep industry expertise in the service/ outsourcing.

- Strong internal client-facing skills with excellent communication, negotiation and conflict management skills. Experience with socializing and presenting analysis, proposals and strategies to organizational leaders with a demonstrated affinity for metrics.

- Demonstrated success in building operations teams in customer service.

- Strong analytical and problem solving skills; ability to analyze data, understand trends and develop recommendations for action based on the analysis. Successful track record in growing and inspiring a large team, with proven ability to select, attract, motivate, retain, and develop leaders and team members.

- Ability to streamline complex processes and implement workflows designed to increase efficiency. Ability to effectively influence and drive cross-functional change with multiple stakeholders at all levels of management working across engineering, product, marketing and business development teams.

- Strong track record of cross-functional leadership, general management capabilities. Experience with a matrix driven organization.

- Proven ability to drive performance and grow businesses. Analytical acumen and thought leadership, paired with agile mind set and can-do attitude.

- Charismatic leader and successful people manager with the highest level of integrity, and potential to grow further beyond this role as part of client's internal talent pipeline for Senior Leadership.

- Distinctive problem-solving and project management skills, including experience executing complex strategic and operational initiatives.

- Strong business acumen and the ability to successfully navigate and influence strong personalities within a complex business environment. Ability to pay attention to detail while handling multiple, simultaneous projects.

- Excellent communication and facilitation skills, proven track record of building strong relationships with stakeholders.

- Data driven with a keen eye for detail - proactive identification of failure points/ risks and develop action/ mitigation plans.

Ownership & accountable - for the team performance (SLAs and KPIs).