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Role OverviewInviting 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.
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.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.Client:Showcasing and practicing excellent client handling skills to ensure successful NPS scores and customer satisfaction.Escalation tracking and resolution for client issues.Being part of the client organization to drive improvement projects.Owning and holding periodic reviews with clients on Operational performance.Ensuring 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.Maintaining discipline and positive behavior/environment in the team.Owning 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.Organizing 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:Driving productivity improvements within operations driving digital intervention.Inputting and maintaining data in all HR and Finance related tools to ensure right sizing and proper band mix.Farming new opportunities for revenue enhancement or cost reduction.QualificationsMinimum 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.
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