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Senior Premier SME

Cognizant Technology Solutions

This is a Contract position in Washoe County, NV posted August 28, 2020.

The following job description in no way states or implies that the responsibilities and duties of this position are limited to those listed below. PURPOSE bull Achieve deep knowledge and expertise on the daily processes used by Agents. Serve as a resource and support to the Agents to enable them to complete their process work successfully and learn how to perform duties without the need for support. This position will be located in Reno, NV. ESSENTIAL FUNCTIONS bull Support the complex critical jobs on a daily basis with high personal diligence in carrying out work with primary focus on Compliance, Quality, Timeliness and Productivity bull Mentor, provide knowledge support to the PE, SPE’s in complying to all Work Instructions, ensure high level of integrity in self and team execution of tasks bull Support conducting quality audits in time, ensure timely feedback to associates to improve quality, ensure errors are root caused, corrective and preventive actions are put in place by associate. bull Ability to front end learning sessions with Clients and train the teams. Quick learning and perfect change orientation ensure teams are get right inputs in right time. bull Effectively triaging the complex cases that need research and root causing, then working with internal and external parties complying to customer centric approach while strictly adhering to standard guidelines work instructions bull Proactively communicate the progress on tasks, failures, resolution and status on time bull Flexible and collaborative behavior in handling different tasks across the month to cater to changing workflow demands (month close, quarter close calendars etc.) bull Handle Guide the team in managing escalations, expectations per timelines, for both customers and internal stakeholders bull Strict adherence to Work Instructions, proactively think about potential failures down the line with changes and bring to the notice of leadership and ensure resolution on work procedures bull Support the teams to identify process improvements to reduce waste, improve quality compliance for overall improved customer experience (both external and internal customers) bull Applications and system savvy to quickly adapt to changes in IT Systems. Design thinking to suggest UI display parameter configuration to improve efficiencies and quality JOB KNOWLEDGE, SKILLS AND ABILITIES bull An action-oriented attitude, with strong organizational, analytical, mentoring and problem solving skills bull Good MS Excel, Word, and Team capabilities bull Good communication skills to drive internal training, mentoring sessions etc. bull Deep understanding of sales operations, contract setup, contract workflows, billing and customer set up activities among other related processes bull Process improvement mindset, logical thinking, reasoning and questioning the status quo, ability to lead brain storming sessions for root causes analysis bull The ability to learn fast, and train the teams in time. Should be able to get cross trained across multiple activities bull Dependable, motivated, self-starter attitude with the ability to work independently when required bull Candidate required to complete all internal training certification, conduct professional behavior EDUCATION WORK EXPERIENCE bull Must have 3 years of relevant work experience with minimum 1 years of relevant experience in business process services bull High school diploma

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