DG - Accounts Receivable - Collection Domain Trainee Expert- German
Genpact
Napoca, Cluj, Romania
6 zile în urmă

Responsibilities

  • Run Operations for a Team of 15+ employees, who will be Processing requests received which relate to the workflows (Product, Application, Spam, Appeals) and assess them in accordance with the Policy Compliance guidelines and take action to apply the appropriate policy with high quality, speed, insight and accuracy.
  • Team will review apps, 3rd party apps against platform guidelines, implement policies on non-compliant apps, and evaluate appeals from developers.
  • Responsible for End to End contractual (SLA’s, critical metrics) & internal metrics.
  • Ensure smooth & surprise free operations and service delivery.
  • Implement SMART OPEX, Training, Quality & Policy frame works with a 3 Tier Governance.
  • Build a detailed succession plan for all Key / Critical roles.
  • Drive employee engagement, agent growth, retention with low attrition; timely detailed one on ones, updated time keeping system (My time), Compliance.
  • Drive monthly (AES, VIC, EWS (Timely Updating & Accuracy), PIP & CAP closers in timely manner, Etc.)
  • Drive Rewards and Recognitions & Appraisals.
  • Accurate & timely MSS Alignments, Cost Code, Band mix & Aspect / SRT updating process.
  • Confirmed skills and proficiencies in assessment, problem solving, practices / policy administration / interpretation
  • Flexibility to quickly shift priorities, multi-task and prioritize requirements in fast paced environment and lead all to completion
  • Provide Insights on DevOps data, track & report any observations, bugs, Etc.
  • Drive continuous service Improvements, Lean, Six Sigma & Digitization Projects QOQ
  • Shown work with minimum supervision to take initiative and follow-up on assigned projects, balanced by good collaboration skills.
  • Act as an intermediary between reviewers, Genpact & Client management
  • Lead daily employee related issues by providing appropriate resolution
  • Coach, Mentor and Motivate team with excellent people engagement
  • Is needed to have Social Media accounts.
  • Drive applicable periodic internal & external audit compliance (Compliance, IT, InfoSec, iCon, Etc.)
  • Qualifications

    Minimum qualifications

  • Work experience in a management role- customer service environment (preferably with ITES, Internet, social networking organization)
  • Should have handled a Voice, Chat, Email, Web mediums in this Supervisor role.
  • Should have had 12+ Agents, SME’s reporting for this previous role,
  • Customer Service experience as a Team Leader, preferably in the customer service domain for an internet-based segment
  • Candidate has experience in the Internet based process would be preferred
  • LEAN / Six Sigma Trained, Tested and Certified (preferred)
  • Should understand and have experience in day to day contact center operations management
  • Proficient with Microsoft Office suite and Visio programs.
  • Able to work on MS-Excel (Pivots, Line Bar, Stack graphs, Pareto’s, Etc.), PowerPoint Presentations.
  • Must have Email account, Facebook and Instagram accounts
  • Encouraged qualifications

  • Excellent Analytical and Communication (Verbal and written) skills
  • Ambitious (Intrinsic) and execution oriented
  • Good social skills to work effectively with people.
  • Should have excellent team handling, management skills
  • Multi tasking and flexible to deliver beyond expectations
  • Teamwork and should have an approach across 360 degree (DRs / Peers / Superiors) management experience
  • Proven skills in problem solving, practices / policy administration / interpretation
  • Customer partner Management exposure with good presentation skills is a must
  • Ability to handle pressure - Timelines and Customer Demands
  • Leads by example with high on Values, Ethics and Integrity
  • What can we offer?

  • Attractive salary;
  • Stable job offers - employment contract
  • Work in a multicultural and diverse environment with employees from over 30 countries
  • Genpact supports professional trainings and great career development opportunities
  • Free access to our award-winning learning platform
  • Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts
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