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 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 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.
ResponsibilitiesProcess:
Collaborating 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.Utilize capacity management tools to rightly schedule resources to meet demand for operations.Ensure the teams have 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 on the new tools.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 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.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 best practices 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.Developing development action plans, coaching and mentoring team members, developing talent, organizing career path meetings with team members.Owning and facilitating team meetings daily 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.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.Own organization of motivational 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:
Drive productivity improvements within operations driving digital intervention.Input and maintain data in all HR and Finance related tools to ensure right sizing and proper band mix.Farm new opportunities for revenue enhancement or cost reduction.Qualifications we seek in you!Minimum Qualifications:Relevant experience in team management.Relevant team management experience – over 40 people.Previous experience in a BPO/Shared Services environment (represents an advantage).Preferred Qualifications:Project Management skills with skills on time and budget control.Relevant industry experience for the position applied.Role would require leading teams to ensure best in class shared service support to our global clientele in any of the domains: IT/ F&A/ Customer Service / Procurement/Insurance.What can we offer?Attractive salary.Stable job offers - employment contract.Work in a multicultural and diverse environment with employees from over 30 countries.Genpact supports professional trainings and great career development opportunities.Free access to our award-winning learning platform.Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts.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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.
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.
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