Senior Manager
Senior Manager
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1 Vacancy
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.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.
Inviting applications for the role Sr. Manager Customer Care!
In this role you will be responsible for providing support as an SME to the team problem solving with strong analytical and continuous improvement attitude.
Responsibilities
Business Process:
Commerce and Payments
Achieving KPIs / SLAs contractually agreed with the customer as hygiene continuously improving on performance benchmarks
Analyzing data and trends implementing projects/ initiatives for continuous improvement based on Lean Six Sigma methodologies
Owning implementation and delivery of Operational Excellence Framework including Visual Management System
Utilize capacity management tools to take decisions team scheduling.
Ensure the teams have access to all operational resources for example but not limited to IT Facility Training etc.
Own the creation update and maintenance of Standard Operation Procedures and Knowledge Management tool
Direct and Determine reporting both for client and Genpact management for Operations review
Identify problems/issues in Operations and develop mechanisms to communicate (both internal and client stakeholders) track and resolve those problems / issues in a timely and structural manner
Display client handling skills to ensure successful NPS scores and customer satisfaction
Be part of the client organization to drive improvement projects
Own and hold periodic reviews with clients on Operational performance
Ensure diligence and responsiveness on client ask/ request
Drive Compliance initiatives in partnership with HR IT Infosec and facilitate process audit. Ensure all risk and vulnerabilities identified
People:
oPeople Management Ensuring People Metrics e.g. Retention Employee Satisfaction scores Employee Engagement Indices Wellbeing etc. are achieved by leveraging process policies and practices in partnership with HR
oBeing part of people initiatives organized by HR team and owning delivering on the same
Conduct Monthly Quarterly and Yearly Individual Performance discussions and appraisal for Front Line Managers and ensure they too are conducting the same for their team members on time.
Developing Performance Improvement Frameworks which should include but not limited to coaching and mentoring guidelines developing talent roadmap organizing career path interventions
Owning and facilitating team meetings daily/ huddles for better process performance and enhancement
Conflict Management and resolving issues not only within team but also inter-team and cross functional
Maintain discipline and positive behavior / environment in the team
Ensure 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.
Partner in the development of employee engagement programs for team members
Participating in selection of new team members or hires within Genpact
Ensuring Learning Path for all team members is completed within deadlines
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
Proven experience leading CX initiatives in B2B Commerce and payments.
Ability to define and execute customer experience strategies aligned with business goals
Expertise in mapping and optimizing end-to-end B2B customer journeys including onboarding transactions support and retention.
Familiarity with enterprise buyer behavior and procurement processes.
Proficiency in using CX metrics (e.g. NPS CSAT CES) and analytics tools to identify pain points and opportunities.
Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment able to deal with rapid change and ambiguity
Ability to perform well in a highly dynamic rapidly changing environment.
Creative outside-the-box thinker and strategist.
Excellent communication and presentation skills.
A team player and collaborator
Proficient level of English min C1
This job will require working in a normal shift Monday to Friday.
Preferred Qualifications/ Skills
Team management experience in Operation will be prefered
Lean Six Sigma Certification and /or enabling function experience (e.g. WFM HR QTP) is a plus
Experience identifying and implementing process improvement opportunities within operations to drive business outcomes
Experience managing and growing global teams in partnership with internal and client stakeholders
Experience working across a global multicultural and multilingual team tackling problems and designing business solutions
Experience in any process improvement framework or process maturity models in design and execution
Experience communicating with influencing and presenting to a variety of audiences including global cross-functional leaders
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
