Workflow Operations - Team Manager

Cognizant
BR - SP - Rua Jaceru
October 16, 2024

Who We Are

Cognizant (Nasdaq-100: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at: ***.

00061043521 - Workflow Operations - Team Manager - M - Google - SP - BRA

What you'll do

This position is responsible for the delivery of professional services, service configurations, technical standards for Google Legal Investigations Support team. In addition, the position provides operational and technical guidance for complex user/customer solutions and support for Google products and services, and technical and operational leadership. The role is stakeholder facing and requires a deep understanding of customer needs.

The Workflow Team Manager will plan, direct and coordinate activities to support related product areas and workflow support operations. Incumbent will be responsible for tracking, reporting and improving performance, productivity, efficiency and profitability through the implementation of best practices and strategies.

Key Responsibilities:

Demonstrate an in-depth understanding of supported products, functions, features and benefit
Translate customer needs assessments for complex implementations
Define and manage professional services implementation projects
Maintain quality and productivity control through establishing and maintaining technical operations standards
Chalk out or improve operational systems, processes, and best practices that guarantee organizational well-being
Contribute towards the achievement of company's strategic and operational objectives
Perform quality controls and monitor production KPIs
Aid human resources department in recruitment process by interviewing candidates and outlining clear job expectations
Schedule and run Rhythm of Business with stakeholders to provide reports and workflow updates
Proactively report to Google on metrics, SLAs, team performance and possible program obstacles or bottlenecks
Provide timely insights and analytical support to different stakeholders (including Vendor Manager POCs, Legal Counsel and other departments)
Make recommendations to Google for change/improvements on process, tools, metrics and documentation and execute on approved proposal(s)

Minimum Qualifications:

Bachelor's degree
Language Level: Advanced English
Proven background as operation/workflow/delivery manager with exceptional knowledge of organizational effectiveness and operations management
Proven technical troubleshooting skills
Problem-solving and multi-tasking skills with the ability to adapt and adjust to changing situations and processes
Prior experience working as an escalation point within a customer service organization
Deep knowledge of operations best practices; leveraging reporting and metrics to drive performance

Preferred Qualifications:

• Demonstrated support experience in fast-paced customer service and/or support environment with a passion for customer experience and satisfaction

• Post-graduation degree, MBA, or equivalent practical experience

• Prior experience providing training or technical direction across an agent population

Please, upload your resume in English.

Why Cognizant?

A career in one of the largest and fastest growing IT services providers worldwide.

Ongoing support and funding with training and development plans.

A highly competitive benefits and salary package.

Opportunity to work for leading global companies.

Cognizant values diversity in our talent pool, so we encourage professionals with disabilities, LGBTQIA+, people in refugee situations, women, racial groups, and professionals 50+ to apply for all of our advertised openings.

Read the full job description and apply online on the recuiter's web-site

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