• Creating business- and project plans• Continuously reviewing scope of the service and providing suggestions on scopeextensions, revenue opportunities• Meeting profit margin expectations• Governance of the delivery to meet contractual agreements (SLA)• Customer Relationship Management with client vendor managers and C-Suit

• Successful setup of a new business line within the Budapest Cognizant site• Managing a Content Moderation Team for a key social media player• Creation and implementation of new global service strategies• Driving continues growth and service improvements

• Responsible for 5 US based customers/projects with 6 TLs• Responsible for KPI performance and people management• Coach and mentor team leads, team members to ensure quality customer service• Participate in new hire interviewing and the candidate selection process; ensure that selected candidates meet Cognizant and client requirements• Ensure that performance management framework is operated across All Teams, including but not limited to agent coaching, feedback sessions, Bottom Quartile management, career planning for high potential employees and Award process, PIP process• Staff development and career guidance (and plans)• Adherence to Cognizant policies and procedures and ensure the Cognizant way of business is being maintained and followed • Initiate and foster continuous improvement process. (root cause/problem solving)• Guide team leads and team members on floor management in critical situations• Ensure teams performance reports are maintained effectively and timely• Provide regular constructive feedback to team members• Maintain team communication, conduct team meetings and huddles to discuss on key updates/issues• Inform line of management on potential attrition/absents in timely manner and plan for back fill staffing• Responsible for BCM coordination and coordinate all logistics to ensure service continuity• Ensure 100% compliance by self and team for all policies and procedures, including mandatory certifications required by Client or Cognizant• Implement rewards and recognition on regular basis as per agreed process• Responsible for participating metrics analysis and implement corrective action plan; participate in audits and ensure preparation for audits• Educate the team and management on project progress, performance and potential risks/issues• Maintain highest levels of motivation within team and responsible for retention

Managing the German operation (80 agents and 4 Team Leaders).

- Successful transition of the Service Desk from Switzerland to Budapest. - Responsible for a team of 15-20 SD agents - Ensuring for meeting contractual KPIs and SLAs - Hiring of new employees - Coaching and mentoring - Responsible for improvement projects