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Job Description:

Service Delivery Mgr - P2P


Bachelor Degree or PG degree in Commerce /MBA


Business/ Customer

Ensure adherence to Quality norms and processes Interact with customers (internal / external) to meet process deliverables
Create status reports for customers (internal/external)
Manage and resolve escalations and issues raised by customers and process specialists
Identify & drive opportunities to enhance service delivery
Identify cost optimization opportunities
Identify and suggest business improvement opportunities
Ensuring vendor master accuracy, ensuring timely and accurate invoice processing, reducing aging of pending invoices and debit balances, improving paid on time, reconciliation of vendor balances, handling exceptions arising from GLSL reconciliations and leading the month end close process, reducing aging of pending payrolls, improving paid on time, reconciliation of payroll reports, handling exceptions arising from customers and leading the payperiod end close process, reducing aging of pending tasks/activities like price differences/RFQ/IR orders, PR, PO, operational reports and handling exceptions arising from customers and supplier to ensure SLAs are met as agreed for customer satisfaction

Project / Process

Drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines
Ensure individual SLAs are met on processing transactions (if applicable)
Ensure process guidelines are followed and met as documented
Conduct analysis and track services delivered
Initiate and deliver on process improvement projects to improve process efficiencies
Review process audit findings and take corrective action to prevent negative results
Innovate opportunities to automate & reduce manual interventions
Ensure UATs are conducted before go live & Systems are implemented
Conduct Quality checks & periodical review of process adherence
Discuss/ suggest the way forward, improvement areas to the customer/process
Drive a culture of continuous improvement within the team
Maintain operations rigor around daily huddles, knowledge management, cross training etc
Provide updates and submit reports related to own area of work

Knowledge Management

- Ensure strong and regular cross training programs within the project
Responsible on documenting any change in process/metrics and work with internal teams to ensure the same is being addressed and closed

People/Team Management

Provide work direction and guidance to team members

ensure accuracy of the work of team members, their ability to operate under deadlines and to work on multiple tasks Establish systems and procedures in the team
Allocate work and tasks to the team
Conduct team building activities to enhance motivation
Conduct knowledge transfer sessions for new joiners in the team
Conduct process training or refresher training if required
Contribute to and participate proactively in knowledge sharing sessions
Complete mandatory training for self as identified in the training plan for the project
Conduct appraisals for team members in a timely fashion
Identify training needs of team members and provide coaching support to them
Report to the manager on performance, status and any escalations
Resignations / Absconder communication to Operations Manager
Manage attrition and absenteeism
Support recruitment efforts for the team
Career Guidance

Domain Skills

SNo Primary Skill Proficiency Level * Rqrd/Dsrd

1 Accounts payable NA Desired

2 Procure to Pay NA Desired

* Proficiency Legends

Proficiency Level Generic Reference

PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels

PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects

PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill She / he has extensively demonstrated successful application of the skill in engagements or projects

PL4 The associate can function as a subject matter expert for this skill The associate is capable of analyzing, evaluating and synthesizing solutions using the skill

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : Accounting/Tax/Company Secretary/Audit
Role : Cost Accounting/ ICWA
Salary : As per Industry Standards
Deadline : 19th Feb 2020

Key Skills:

Company Profile:

Cognizant Technology Solutionsarfix

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