Cognizant - Senior Director - Operations - BPO Technology

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 efficiency, 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.).

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.

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