12-07-2016 | EXPIRA LA 11-08-2016
Job expirat
Process
· Achieving KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks
· Analyzing data and trends, implementing projects for continuous improvement based on Lean Six Sigma methodologies
· Owning implementation and delivery of Operational Excellence Framework including Visual Management System
· Utilize capacity management tools to rightly schedule resources to meet demand for operations
· Ensure the teams have all operational resources, for example but not limited to IT, Facility, Training, etc.
· Own the creation, update and maintenance of Standard Operation Procedures and Knowledge Management tool
· Create reporting both for client and Genpact management for Operations review
· Identify recurrent problems/issues in Operations and resolved
Client:
· Showcase and practice excellent client handling skills to ensure successful NPS scores and customer satisfaction
· Escalation tracking and resolution for client issues
· Be part of the client organization to drive improvement projects
· Own and hold periodic reviews with clients on Operational performance
· Ensure client response time is within acceptable limits set with the client and deadlines are met with accuracy
People:
· 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
· Being part of people initiatives organized by HR team and owning delivering on the same
· Monthly, Quarterly and Yearly Individual Performance discussions and appraisal
· Developing development action plans, coaching and mentoring team members, developing talent, organizing career path meetings with team members
· Owning and facilitating team meetings daily for better process performance and enhancement
· Conflict Management and resolving issues not only within team, but also inter-team and cross functional
· Maintain discipline and positive behavior / environment in the team
· Own 100% accurate and timely inputs for the team they supervise for salary, leaves and incentives and other HR systems like employee health and safety regulations, etc.
· Own organization of motivational programs for team members
· Participating in selection of new team members or hires within Genpact
· Ensuring Learning Path for all team members is completed within deadlines
Profitability:
· Input and maintain data in all HR and Finance related tools to ensure right billing
· Drive productivity improvements within operations
· Farm new opportunities for revenue enhancement or cost reduction
What are we looking for?
A good level of English is mandatory.
You will work as part of a large and friendly team so it’s important to be a team player.
We like customer management skills as well as a keen eye for details and problem solving attitude.
Requirements:
· 4+ experience in team management
· Relevant team management experience – over 10 people
· Knowledge about Procurement and OTC processes,
· Previous experience in a BPO/Call Center/Shared Services environment (represents and advantage)
· Project Management skills with skills on time and budget control
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.
