Sm- S2p-ret006230 Job In Genpact At Other
- Genpact
- 5 to 9 Yrs
- Other Karnataka
- 10 months ago
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Job Description
- Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose the relentless pursuit of a world that works better for people we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. Inviting applications for the role of Senior Manager- S2P Operations Responsibilities Handle a team of up to 50 people with direct supervision over Team leaders, servicing multiple clients, products, regions. Achieving critical metrics / SLAs contractually agreed with the customer, 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; Ensure the teams have all operational resources, for example but not limited to IT, Facility, Training, etc.; Create reporting both for client and Genpact management for Operations review; identify recurrent problems/issues in Operations and resolve; Client Showcase and practice excellent client handling skills to ensure successful NPS scores and customer happiness; Customer concern 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 standard methodologies 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; Creating development action plans, coaching and mentoring team members, developing talent, organizing career path meetings with team members; Conflict Management and resolving issues not only within team, but also inter-team and cross functional; 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.; Ensuring Learning Path for all team members is completed within deadlines; Keeping the team motivated and focused, closely supervising the service delivery operations to ensure compliance with critical metrics and contractual SLAs, interacting with and handling customers & key partners on a day to day basis and undertaking regular process improvement measures based on customer feedback and data analytics; 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; Qualifications we seek in you! Minimum Qualifications / Skills Desirable to have relevant work experience in team handling for projects in Business Process Outsourcing/Call Center/Shared Services industry or similar domain industry; University graduate People Management Coaching and Mentoring skills; proven experience in leading teams of or above 20 people; Project Leadership skills (time and budget control); Relevant proven experience for the position applied, eg.: IT, F&A, Procurement, SCM, Call Center, etc; Shown ability to strategize, influence, communicate and execute sophisticated initiatives; Ability to be responsible for the Quality expectations of the customer and assist the Operations team to deliver them; Preferred Qualifications/ Skills Communication and presentation skills; Change Leadership skills; Job Senior Manager Primary Location India-Bangalore Schedule Full-time Education Level Bachelor's / Graduation / Equivalent Job Posting Feb 20, 2025, 9:29:54 AM Unposting Date Mar 22, 2025, 1:29:00 PM Master Skills List Operations Job Category Full Time,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Sm- S2p-ret006230 Job In Genpact At OtherContact Details:
Company: GenpactLocation(s): Other Karnataka+ View Contact
Keyskills: People Management Project Leadership Communication Quality Management Coaching Mentoring
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