Job location: Kraków/ Poland

Work model: hybrid (3 days/week in the office)

A Team Manager is expected to oversee multiple sub-teams or a collection of workflows, taking full responsibility for executing and reporting on their Service Level Agreements (SLAs). They should possess strong analytical and process improvisation skills, complemented by their ability to lead large and diverse teams. A key aptitude for the manager is to develop deep domain expertise and to coach and mentor their direct reports. Furthermore, the manager is expected to continually improve processes and outcomes within their team.

Responsibilities:

• Provide overall team supervision across multiple sub-teams or workflows and ensure consistent quality of service delivered.
• Set clear deadlines and expectations for all team members.
• Develop deep domain expertise in all workflows under their management.
• Perform high-quality Root Cause Analyses (RCAs) to identify and resolve repeating/high severity issues.
• Identify improvement opportunities and actively support improvement initiatives.
• Prepare and implement action plans to drive significant process improvements.
• Provide excellent team leadership, ensuring that all sub-teams are well-trained and confident in their respective domains.
• Review daily performance against Service Level Agreements (SLAs) for all managed workflows.
• Provide ongoing coaching and assistance to agents/specialists.
• Process and share weekly reports and insights with management and clients.
• Communicate company/client goals to agents/specialists so every employee understands their role and contribution.
• Assist with the hiring and training process for agents/specialists across managed teams.
• Manage team-level shrinkage and ensure business continuity.
• Conduct regular Client Meetings regularly.
• Coordinate complex projects across multiple teams or workflows.

Required Skills:

• 5–10 years of experience in GIS, including at least 5 years in a similar domain.
• Project Management experience, preferably Agile.
• Experience in leading technical teams in a fast-paced environment.
• Proficiency in GIS data processing, including coursework and/or previous work in ArcGIS, QGIS. This role includes a customer experience component that involves interaction with our external GIS professional partners.
• Strong scripting skills in Python, SQL, and JavaScript is a plus; ability to develop PLX scripts and workflows.
• Hands‑on experience in GIS Tools Development.
• Quick adaptability to new processes and tools.
• Technologically savvy with fast learning capabilities and a self‑starter mindset.
• Excellent interpersonal and communication skills, with the ability to engage stakeholders at all levels.
• Experience in leading multiple teams effectively.
• Extremely proactive and organized with a proven track record of success in a team environment.
• Excellent time management skills, especially with fluctuating workloads.
• Strong Logical/Analytical skills (cognitive ability).
• Decision‑making skills.
• Excellent Communication Skills (both written & oral).
• Good knowledge of websites and how to navigate to obtain desired information.
• Ability to provide regular updates and reports with regards to process specifics.
• Ability to coach and mentor team members and support new joiners.
• Experience with preparing and conducting Service Review meetings.
• Experience in project management.
• Experience running Client Meetings.
• C1 English or higher.

Benefits:

• Extensive benefits package: Multisport Card, LuxMed medical healthcare including dental care, life insurance, cafeteria benefits,
• Office perks: dedicated space for gaming and wellness activities, kitchen equipped with snacks and drinks
• Opportunity to be part of a global organization focused on development,Open‑minded and multinational environment,
• Training & development opportunities, including language courses,
• Professional development and a clear career path,
• Full equipment and paid training are provided from the first day of work.
• Extensive benefits package: private medical healthcare, including dental care, life insurance, and cafeteria benefits.

We cant wait for you to join our team!

For more information about us, visit Cognizant Poland.

If you are looking for another opportunity and are interested in the company, do not hesitate to apply online!

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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

Due to Client security requirements in the project, it is a condition of your employment in the offered position to present a valid NFC‑enabled ID card (i.e. an e‑chip‑enabled ID/Passport) and undergo the Client‑mandated ID check as a part of the Client onboarding to the project. If the above requirement is not fulfilled, Cognizant will be entitled to cancel this offer and not enter into an employment agreement with you or, in case the employment agreement is signed with you prior to completion of the abovementioned verification, to terminate your employment. The Client, being the data controller responsible for this specific verification process, will contact you separately to provide you with more detailed information in this regard.

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