Vice President, OTC Collection Delivery Leader

Key Responsibilities

• Accountable for implementing and leveraging Lean Daily Management and to implement Genpact global and regional operational initiatives enabling Surprise Free Operation
• Own the planning and execution for the annual financial targets (Revenue and AOI)
• Catalyze the identification of Synergies among multiple OTC programs in the portfolio, define Best OTC Practices for delivery teams to consider in their Transformation Plans
• Ensure Transformation Roadmaps developed and being delivered on all programs in accordance with Customer Commitments, performance, and cost-out targets.
• Drive frequent and productive Client conversations ensuring effective and mutually fruitful collaboration. Own the NPS process and resulting action plan.
• Effectively utilize the subject matter and enabling resources embedded in the region to drive high impact issue resolution.
• Build and maintain partnership with the regional support functions and the site or country leaders at delivery locations.
• Contribute to the Growth Agenda (new deals) by acting as the functional delivery lead and by providing subject matter expertise.
• Ensure the efficient and timely integration of new portfolios (talent transfer) to the Genpact platforms.
• Be an advocate for the Talent Engagement Agenda
• Promote Genpact’s values across teams in supervision.

Qualification & Requirements

Minimum Qualifications / Skills

• Experience in customer management related roles: e.g., Global Lead, etc.
• Relevant years of experience in a BPO/Call Center/Shared Services environment (represents an advantage)!
• Experience in team management.
• Accountability: See it, own it, and solve it mindset. Willingness to go the extra mile.
• Effective communication skills: Ability to build and maintain effective relationships of trust and credibility with internal stakeholders and suppliers.
• Experience in managing multicultural operational teams in a Business Services environment.
• Proven record of accomplishment of gaining senior customer buy-in
• Be able to work in a global / regional Matrix organization with independent support and enabling capabilities.
• Exposure to P&L or cost center financial planning and management
• Execution: Ability to meet deadline and work well under pressure
• Project management and coordination skills are often required due to the complex nature and scope of many of our projects and initiatives.
• Ability to think strategically and communicate in a conceptual/structured way
• Ability to translate finance business needs into efficient tools & processes.

Preferred Qualifications/ Skills

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…