Senior Manager - Content Review
- Genpact India
- 3 to 8 Yrs
- Hyderabad
- 4 years ago
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Job Description
*With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of Senior Manager, Customer Service
We re looking for someone with strong work ethic, and the ability to work well both independently and within the context of a larger team-oriented environment.
Self-starting, intellectually curious and creative individual comfortable operating in a fast-paced, dynamic environment
Responsibilities
Provide resolution to maintain standards of quality
Proactively resolve people issues and ensure that attrition is well below the defined target
Leading operations and spearheading processes for excelling business targets for the Business Unit
Meet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Efficiency per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards, other deliverables as required
Driving Continuous Improvement Initiatives
Develop and implement measurement systems and provide insightful analytics around the metrics.
Deep technical expertise and data orientation in controllership, Management Information System and Service delivery
Communicate with the customer on a regular basis to discuss operational issues and CTQ delivery, raise issues & build relationship, understand customer issues proactively, fix to get the delight factor
Set goals for the team and communicate goals on a regular basis
Coach & mentor people Motivating team with excellent people touch
Efficiency and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma
Reconciliations of client reports
Leading calls with clients and other business functions
Running of projects independently
Preparation of dashboards and ability to understand current Business processes and suggest improvements Key for details
Qualifications
Minimum qualifications
Any graduate
Post Graduate degree or equivalent with an excellent academic record
Relevant experience in a BPO/KPO
Should have handled a team of 80 to 100 people
Customer Management exposure and good presentation skills is a must
Preferred qualifications
Excellent Analytical & Communication skills
Preferably the candidates prior experience in Internet based accounts and Customer service industry
Ability to do root-cause analysis for process gaps highlighted
Excellent interpersonal & Management skill
LEAN/Six Sigma Trained, Tested and Certified (preferred)
Leading calls with Clients/ other business functions Independently
Proficient with MS Excel, MS Word, MS PowerPoint
Ability to handle pressure - Timelines and Customer Demands
Collaborative approach towards resolving the issues with stakeholders & peers/sub-process areas
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to building a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: Finance / Accounts / TaxFunctional Area: Not ApplicableRole/Responsibilies: Senior Manager - Content ReviewContact Details:
Company: Genpact IndiaLocation(s): Hyderabad
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Genpact India
Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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