Manager - Lean Digital Transformation Customer Service
Manager - Lean Digital Transformation Customer Service
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Job Description
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125000 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 Manager Lean Digital Transformation Customer Service
A Black Belt in Genpact is responsible for managing and executing a roadmap of High Impact Projects that solve for the business problems/opportunities of key customer(s) around large scale Customer Service (customer support support ops etc. processes for software and hardware products through usage of methodologies like Lean Six Sigma Business process reengineering or Digital/ Analytics solutions.
The role would be responsible for the effective delivery of the key transformation projects for the clients with a distinctive focus on deploying digital technologies like Robotics Machine Learning Intelligent automations and other Advanced technologies by working with crossfunctional global teams to favorably impact to the business outcomes of the customer. Given the nature of the role and distribution of the teams the role may require travel and flexibility. This provides an opportunity to work in crossfunctional environment where soft skills come to the fore more often gives exposure to senior stakeholders internal and external.
Responsibilities
Create a roadmap for driving lean digital transformation and process improvement for the clients core and enterprise operations
Create Point of Views and Art of the Possible by assessing operations from the lens of Digital Analytics and Process Reengineering/reimagination
Lead digital led transformation Projects for the business individually complete 23 high impact projects per year per guidelines of certification
Program management involving crossfunctional teams and multiple project leads for timely delivery of results and outcomes
Lead and Implement business process management system for new clients
Drive Lean Digital Transformation DNA training testing & certification lead any other analytics and productivity initiatives that come up
Coach & Mentor Project Owners and Team Members in DMAIC and Lean projects
Partner with operating teams in delivering key SLAs productivity commitments risk mitigation etc.
Establish a governance framework and steer continuous improvement conversations with clients/internal stakeholder
Qualifications we seek in you!
Minimum Qualifications / Skills
Post Graduation / MBA
Certified Black Belt
Certified Project Manager
Program Management skills leading clusters of individual projects in parallel through wide crossfunctional teams
Strong influencing skills and clarity of thought and ability of driving change
Strong Quantitative and problemsolving ability: Ability to conceptualize complex problems and develop an Analytical road map for them
Preferred Qualifications/ Skills
Working/functional experience of offerings such as Predictive Analytics Machine Learning etc.
Ability to challenge status quo & out of the box thinking
People Leadership: Ability to coach & mentor people. Ability to effectively influence & motivate others.
Executive presence and has high impact oral and written communication
Creates a team environment of accountability and commitment for reaching project goals.
Should be open to traveling to multiple client locations
Ability to work in diverse teams and with multiple internal and external stakeholders
Black Belt Certification is a must and Project Management and RPA Certification is an added advantage
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 creating a dynamic work environment that values respect and integrity customer focus and innovation. For more information visit www.genpact. Follow us on Twitter Facebook LinkedIn and YouTube.
Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.
Required Experience:
Manager
Employment Type
Full Time
