Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future.
Our 125,000+ 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 application for the role of Operations Manager Digital Implementation – Manager – English – Remote Spain.
In this role, you will be working as a Senior Operations Manager for digital implementation, overseeing the successful implementation and integration of new digital tools or software within an organization.
This role requires a strong understanding of technology and project management skills, leading teams to optimize customer experience for Hi-Tech products for Genpact Clients.
This role will also involve working with the Sourcing procurement operation and/or data 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 Manufacturing industry background.
ResponsibilitiesCollaborating with stakeholders to define project scope, objectives, and requirements.Coordinating with internal teams, such as IT, operations, and training, to ensure smooth implementation and integration.Conducting training sessions or workshops to educate employees on using the new digital tools.Conducting post-implementation reviews to evaluate the effectiveness and impact of the digital tools.Providing ongoing support and troubleshooting for users of the digital tools.Achieving KPIs / SLAs contractually agreed with the customer as hygiene, 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.Utilizing capacity management tools to rightly schedule resources to meet demand for operations.Ensuring the teams have all operational resources, for example but not limited to IT, Facility, Training, etc.Owning the creation, update and maintenance of Standard Operation Procedures and Knowledge Management tool on the new tools.Creating reporting both for client and Genpact management for Operations review.Identifying recurrent problems/issues in Operations and resolving them.Client ResponsibilitiesShowcase and practice excellent client handling skills to ensure successful NPS scores and customer satisfaction.Escalation 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.
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