Delivery Leader - BFS
The BFS Delivery Lead is accountable for executing all engagements, achieving profitability targets, providing client satisfaction and ensuring delivery excellence for the ANZ clients.
In essence, the DL:
- Owns delivery for the vertical for the region/country
- Works closely with Delivery & Commercial leadership
Areas of Responsibility includes: Delivery Management and Delivery Excellence
- Manages overall delivery for the country; Demonstrate leadership across all large, complex engagements
- Highest point of delivery escalation and ownership for the complete service for the Cognizant.
- Personally drive large and complex solutions
- Lead and counsel client and Cognizant on governance by improving existing service and performance; enhancing operational stability; contributing to cost savings; and driving revenue opportunities.
- Conduct negotiations at high level of the customer organization, on complex outsourcing issues.
- Drive innovation, best practices within the eco system
- Ensure the Delivery Excellence group effectiveness and integration into the country
- Drive and institutionalize creation of a standard performance dashboard for the entire ecosystem measuring health, financials, and operational parameters
- Guides team to address client service delivery quality and manages issues and escalations; Develops relationship with clients who interface with the delivery teams.
- Create community of delivery leaders in the region - enable best practice sharing and cross leverage
Performance Measures includes:
- Supports client services team in achieving account penetration through proactive selling of Cognizant's solutions, leads and encourages the sales of follow-on work to existing contracts
- Financials: Overall P&L (Revenue, $ Margin)
- Adherence to schedules, contractual commitments
- Risk identification and mitigation
- Cost optimization through new/innovative solutions
- Delivery quality and productivity improvement
- Client Value Scorecard
- Client satisfaction
- Employee retention
- Account penetration: Support for mining, RFP, new / innovative solutions