Relevant experience in leading large teams in the scaled operations environment. Be able to deliver optimum customer satisfaction and ensure that the teams remain engaged and motivated to grow their career with the organization.
Assumes responsibility for effectively overseeing Operations functions. Ensures all customer questions and complaints are resolved in a timely manner.
Completes research and resolves documentation errors or discrepancies on complex customer problems. Ensures operations further Company strategic plans and are in accordance with established policies and procedures.
Monitors service delivery and ensures excellence in service levels. Ensures deadlines and targets are met. Promotes goodwill and a positive image of the Company
Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication.
Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement.
Oversees the activities of Representatives. Assigns, schedules, and coordinates personnel. Directs daily operations. Identifies, develops, and implements front-line leadership development programs as appropriate.
Ensures that representatives are thoroughly trained in all products and services.
Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance.
Formulates and implements employee corrective actions as needed. Should be able to coach, mentor and help all his / her direct reports to be motivated and engaged to grow their career with Genpact.
Assists in interviewing and assigning new personnel as necessary
Ensures performance metrics are effective and professionally conducted. Representatives are properly trained and customer service standards are at the highest level.
All related records and reports are complete and current. Professional relations exist with customers, vendors, and other external business contacts.
Communication and Presentations Skills : Should be able to communicate well with the clients and be able to present data post analysis.
Problem Solving : Should be tactical and be able to solve day to day operations issues and should be able to understand Service Delivery metrics.
Time Management : Should be able to manage his / her own time well and coach front line managers and agents staff to do the same.
Out of box thinking : Use initiative and demonstrate creativity in solving problems for Genpact customers
Lead will be leading a team of 50+ employees, and 6+ Front Line Managers, coach mentor and motivate them and their front line managers to deliver optimum customer service to the end customer of Genpact.
The candidate should be a high performer who craves the challenges of career growth and development, and a natural leader.
Should be engaging, influential and motivating, and have outstanding communication skills.
The resource should have the ability to draw insights from data and trends, ability to visualize complex data trends in simple and easy to understand ideas and create themes to coach mentor agents.
What can we offer?
Stable job offers - employment contract
Work in a multicultural and diverse environment with employees from over 30 countries
Genpact supports language courses, professional trainings and great career development opportunities
Free access to our award-winning learning platform
Benefits such as Private Medical Package, Meal Vouchers or Access to wellness programs