Deputy General Manager - CHD

Cognizant

18 - 20 years

Hyderabad

Posted: 26/05/2025

Job Description



Job Summary

We are seeking a highly experienced Deputy General Manager for our CHD division with 14 to 18 years of experience. The ideal candidate will have strong technical skills in speaking English and domain expertise in ISV and Hi-Tech industries. This hybrid role requires excellent communication and leadership skills to drive success in our day-to-day operations.


Responsibilities

Manage the overall performance of a team of customer service representatives

Daytoday team management in accordance with requirements and SLAs

Prompt identification and resolution of issues including implementation of preventative measures

Provide high quality agent coaching to ensure proper understanding of products and services compliance in clients policies and delivery of the best customer service

Recruits selects hires and trains new personnel and prepares them to respond to customer questions and complaints

Provide exceptional people management mentorship and career development to members of your team achieve low attrition levels and high employee engagement

Drive team to deliver continuous improvement and productivityquality gains

Flag and escalate business risks timely

Making sure the operations is running as well as it possibly can with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client

Client interfacing

improve operational systems processes and best practices that guarantee organizational wellbeing and efficiencies

Leverage service quality growth and efficiency metric reports to identify areas of opportunity to enhance agent performance and drive achievement of stated goals

Perform quality controls and monitor production KPIs prepare reports and analyze data for your team

Ability to develop and implement strategic processes to increase consistency and promote overall growth of the project

Flexible with timings to support operations

About Company

Cognizant is a global leader in technology and consulting services, helping businesses transform their operations through digital solutions. Specializing in IT services, including software development, business process outsourcing, and consulting, Cognizant supports clients across industries such as healthcare, financial services, manufacturing, and retail. With a focus on innovation, Cognizant assists organizations in modernizing their technology, improving operational efficiency, and enhancing customer experiences. Headquartered in the U.S., it is consistently ranked among the most admired companies in the world and is a member of the NASDAQ-100.

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