Regional Wellness Lead â Senior Manager â English â On site Bucharest!
Regional Wellness Lead â Senior Manager â English â On site Bucharest!
Posted on :
22-08-2025
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1 Vacancy
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Job Description
Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team thats shaping the future this is your moment.
Inviting applications for the role of a Regional Wellness Lead Senior Manager English On site Lisbon!
In this role you will be working as a Senior Operations Manager will be leading a team of 150 employees 10 Front Line Managers. Leading teams to optimize customer experience for Hi- Tech products for Genpact Clients. This role will also involve working with content moderation and/or data labeling management team of Genpact interfacing with multiple Genpact clients in driving performance continuous improvement and customer expectations. Should be a professional with experience leading scaled operations in the Hi-Tech industry background.
Responsibilities
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 ensure 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
The lead will be leading a team of 150 employees and 10 Front Line Managers coach mentor and motivate them and their front-line managers to deliver optimum customer service to the end customer of Genpact.
Important: This job may require working a 24/7 schedule with alternating shifts and periodic exposure to content that may be highly egregious/sensitive in nature such as (but not limited to) graphic violence self-harm child abuse and hate speech.
Qualifications
Minimum qualifications
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 the ability to visualize complex data trends in simple and easy to understand ideas and create themes to coach mentor agents.
Preferred qualifications
Candidates associated with content moderation and/or data labeling workflows with a good understanding of the Trust & Safety eco-system will be an added advantage.
Why join Genpact
Be a transformation leader Work at the cutting edge of AI automation and digital innovation
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career Get hands-on experience mentorship and continuous learning opportunities
Work with the best Join 140000 bold thinkers and problem-solvers who push boundaries every day
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.
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.
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:
Senior Manager
Employment Type
Full-Time
Key Skills
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