Sr Client Services Representative at Cognizant

Posted in Information Technology 14 days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Reno, Nevada





Job Description:

Cognizant Technology Solutions is seeking a qualified candidate to fill Senior Process Executive position in Reno, Nevada.


SAP experience is strongly preferred.


PURPOSE: •  Responsible for learning all the systems and
Work Instructions necessary to perform the assigned work.  Also, must take responsibility for learning
and staying current on all policies for operation for both the process and
their own performance measures such as attendance, quality, productivity,
interpersonal communications, and team support. 
This position will be located in Reno, NV.

ESSENTIAL FUNCTIONS:

·        
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

·        
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

·        
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.

·        
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.

·        
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

·        
Proactively
communicate the progress on tasks, failures, resolution and status on time

·        
Flexible
and collaborative behavior in handling different tasks across the month to
cater to changing workflow demands (month close, quarter close calendars etc.)

·        
Handle
/ Guide the team in managing escalations, expectations per timelines, for both
customers and internal stakeholders

·        
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

·        
Support
the teams to identify process improvements to reduce waste, improve quality
& compliance for overall improved customer experience (both external and
internal customers)

·        
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

·        
Provides
support and coaching for PEs working on the same processes

 

JOB KNOWLEDGE, SKILLS AND ABILITIES:

·        
Demonstrates
advanced knowledge of assigned processes either through high learning, learning
while on the job, or a combination of both.

·        
Very
good understanding of sales operations, contract setup, contract workflows,
billing and customer set up activities among other related processes

·        
Able
to work for long periods sitting at their desk and staying focused on
accomplishing the work required for the day

·        
Positive,
proactive work ethic

·        
Works
well with others

·        
Good
communications verbal and written

·        
Good
skills with keyboard, numeric entry, and use of a mouse

·        
Ability
to learn prescribed Work Instruction and follow the steps required to perform
their assigned work

·        
Willingness
to let their leadership know when they do not understand a situation or action
needed to get help

·        
Good
at maintaining required documentation or notes for the work performed.

 

 

EDUCATION / WORK EXPERIENCE:

·        
Must
have 2+ years of relevant work experience

·        
High
school diploma

Technical Skills














SNo Primary Skill Proficiency Level * Rqrd./Dsrd.
1 Abstract PL1 Required

Domain Skills




















SNo Primary Skill Proficiency Level * Rqrd./Dsrd.
1 ServContracts&PartsMgmt-Tech NA Required
2 After Sales&Serv(Tech) NA Required

* 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.





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