Business and Customer * Deliver on Financial goals for the business * 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 * Prepare and report process performance metrics to stakeholders * 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. * Participate in management discussions (Governance discussion, Management forums with customer) * Identify key cost drivers and ensure they are optimized. * Pro-actively 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. * Identify & promote opportunities to help Cognizant to expand business * Make sure all changes which is outside the MSA/SOW need to be documented and proper Sign off taken from Internal & external stakeholders Project and Process * Drive team to achieve process SLAs / metrics - productivity and quality targets within the established timelines * 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 * Ensure proper documentation and knowledge transfer as per project plan and schedule * Drive knowledge management and continuous up skilling of the team * 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 People * Provide guidance and mentorship to 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 trainings needs are met * Participate in organizational initiatives such as recruitment drives, training programs etc. * Deliver communication received from senior management to the team members though town halls, team meetings. Measurement Criteria * Manage and report adherence to service levels as agreed with the client * Responsible for Customer satisfaction measured through CSAT and ESAT scores, BES scores and other internal/external surveys * Ensure Best-In-Class process/systems are deployed for the set revenue targets * Effectively manage the program and oversee/ support the transition of processes to Cognizant * Ensure Team Productivity levels are achieved as per the targets set year on year. * Ensure Process Health Score is greater than 95% as per the scores measured by DAG team. * Ensure Seat Utilization is greater than 1.5. * Ensure the revenue and profitability goals are achieved as per the performance targets set y-o-y. * Net Promoter Scores * Responsible for MIS and reporting of performance metrics * Identify development needs and ensure training fulfillment for the team (to be tracked against the training plan) * Manage employee retention and engagement (Manage attrition within a target range) * Contribute to Recruitment (measure through participation in screening and interviewing candidates) Requirements: * Experience 8-10 years in relative industry * Life and Annuity & Wealth Management background * Customer Service Contact Center Management background * College graduate The Cognizant community: We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive. * Cognizant is a global community with more than 345,000 associates around the world. * We don't just dream of a better way - we make it happen. * We take care of our people, clients, company, communities and climate by doing what's right. * We foster an innovative environment where you can build the career path that's right for you. About us: Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, helping organizations modernize technology, reimagine processes and transform experiences so they stay ahead in a fast-changing world. Our commitment to diversity and inclusion: Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws. Disclaimer: Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.