Job expirat
What will your job be about?
A Senior Operation Manager will handle a team of up to 60 people with direct supervision over Team leaders and/or Management Trainees, servicing either multiple clients, products, regions. Role would require leading teams to ensure best in class shared service support to our global clientele in any of the domains: F&A/ Customer Service / Procurement.
Process:
o Achieving KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks
o Analyzing data and trends, implementing projects for continuous improvement based on Lean Six Sigma methodologies
o Utilize capacity management tools to rightly schedule resources to meet demand for operations
o Ensure the teams have all operational resources, for example but not limited to IT, Facility, Training, etc.
o Create reporting both for client and Genpact management for Operations review
Client:
o Escalation tracking and resolution for client issues
o Be part of the client organization to drive improvement projects
o Own and hold periodic reviews with clients on Operational performance
People:
o People management – Ensuring Retention metrics are met and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR best practices and initiatives
o Monthly, Quarterly and Yearly Individual Performance discussions and appraisal
o Developing development action plans, coaching and mentoring team members, developing talent, organizing career path meetings with team members
o Participating in selection of new team members or hires within Genpact
Profitability:
o Input and maintain data in all HR and Finance related tools to ensure right billing
o Drive productivity improvements within operations
o Farm new opportunities for revenue enhancement or cost reduction
What are we looking for?
4+ years of experience in team handling for projects in BPO/CallCenter/Shared Services industry or similar domain industry
People Management – Coaching and Mentoring skills - proven experience in leading teams of or above 20 people
Project Management skills (time and budget control)
Ability to strategize, influence, communicate and execute complex initiatives
Ability to manage large clients and lead large team towards meeting the agreed SLA’s with the client and drive improvement projects to continuously enhance customer satisfaction
Self-motivated, high-energy levels and works well under strict deadlines
Ability to manage the Quality expectations of the customer and assist the Operations team to deliver them
Communication and presentation skills
Change Management skills
Genpact is a global leader in transforming and running business processes and operations.
Our service portfolio includes finance & accounting, banking & insurance, procurement & supply chain, collections & customer service, enterprise application, IT infrastructure management and smart decision services.
Currently over 64,000 employees manage 4,700+ processes in 30+ languages, from a global network of over 70+ operation centers, in 24 countries. We cover multiple industry verticals, such as automotive, banking and finance, insurance, manufacturing, pharmaceuticals, telecommunication, transportation & logistics.
Genpact Europe is present in 4 countries, through 11 delivery centers and with a number of over 3,600 employees. We are offering services in more than 20 languages, for over 50 clients.
That's why we are known to GENerate imPACT.
