S2P Senior Manager

Key Responsibilities

• Handle a team of up to 50 people with direct supervision over Team leaders, servicing multiple clients, products, regions.
• Achieving critical metrics / SLAs contractually agreed with the customer, continuously improving on performance benchmarks;
• Analyzing data and trends, implementing projects for continuous improvement based on Lean Six Sigma methodologies;
• Owning implementation and delivery of Operational Excellence Framework including Visual Management System;
• Ensure the teams have all operational resources, for example but not limited to IT, Facility, Training, etc.;
• Create reporting both for client and Genpact management for Operations review; identify recurrent problems/issues in Operations and resolve;

Client

• Showcase and practice excellent client handling skills to ensure successful NPS scores and customer happiness; Customer concern tracking and resolution for client issues
• Be part of the client organization to drive improvement projects;
• Own and hold periodic reviews with clients on Operational performance;
• Ensure client response time is within acceptable limits set with the client and deadlines are met with accuracy;

People

• People management – Ensuring Retention metrics are met and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR standard methodologies and initiatives;
• Being part of people initiatives organized by HR team and owning delivering on the same;
• Monthly, Quarterly and Yearly Individual Performance discussions and appraisal;
• Creating development action plans, coaching and mentoring team members, developing talent, organizing career path meetings with team members;
• Conflict Management and resolving issues not only within team, but also inter-team and cross functional;
• Own 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.;
• Ensuring Learning Path for all team members is completed within deadlines;
• Keeping the team motivated and focused, closely supervising the service delivery operations to ensure compliance with critical metrics and contractual SLAs, interacting with and handling customers & key partners on a day to day basis and undertaking regular process improvement measures based on customer feedback and data analytics;

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

Qualification & Requirements

Minimum Qualifications / Skills

• Desirable to have relevant work experience in team handling for projects in Business Process Outsourcing/Call Center/Shared Services industry or similar domain industry;
• University graduate
• People Management – Coaching and Mentoring skills; proven experience in leading teams of or above 20 people;
• Project Leadership skills (time and budget control);
• Relevant proven experience for the position applied, eg.: IT, F&A, Procurement, SCM, Call Center, etc;
• Shown ability to strategize, influence, communicate and execute sophisticated initiatives;
• Ability to be responsible for the Quality expectations of the customer and assist the Operations team to deliver them;

Preferred Qualifications/ Skills

• Communication and presentation skills;
• Change Leadership skills;

Benefits

• Attractive salary;
• Stable job offers – employment contract
• Work in a multicultural and diverse environment with employees from over 30 countries
• Genpact professional trainings and great career development opportunities
• Friendly work environment (Best Office Award 2015)
• Free access to our award-winning learning platform
• Benefits such as gym, cafeteria, hairdresser and a medical center, all conveniently located on the office campus