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.
You will lead teams to optimize customer experience for Hi-Tech products for Genpact Clients.
This role will also involve working with Sourcing Procurement Operations and/or Data Management teams of Genpact, interfacing with multiple Genpact clients to drive performance, continuous improvement, and meet customer expectations.
Responsibilities Process: 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, continuously improving 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 schedule resources to meet operational demand.
Ensuring the teams have all operational resources, such as IT, Facility, Training, etc.
Owning the creation, update, and maintenance of Standard Operating Procedures and Knowledge Management tools on the new tools.
Creating reports for both client and Genpact management for Operations review.
Identifying recurrent problems/issues in Operations and resolving them.
Client: Showcasing and practicing excellent client handling skills to ensure successful NPS scores and customer satisfaction.
Tracking and resolving client issues through escalation.
Being part of the client organization to drive improvement projects.
Owning and holding periodic reviews with clients on Operational performance.
Ensuring client response times are within acceptable limits set with the client and deadlines are met with accuracy.
People: Ensuring retention metrics are met and employee satisfaction scores are delivered by practicing people leadership skills and implementing HR best practices and initiatives.
Participating in people initiatives organized by the HR team.
Conducting monthly, quarterly, and yearly individual performance discussions and appraisals.
Developing action plans, coaching and mentoring team members, and organizing career path meetings.
Owning and facilitating daily team meetings for better process performance and enhancement.
Managing conflict and resolving issues within and across teams.
Maintaining discipline and a positive environment within the team.
Ensuring 100% accurate and timely inputs for the team regarding salary, leaves, and incentives.
Organizing motivational programs for team members.
Participating in the selection of new team members or hires within Genpact.
Ensuring all team members complete their Learning Path within deadlines.
Profitability: Driving productivity improvements within operations through digital intervention.
Inputting and maintaining data in all HR and Finance-related tools to ensure proper band mix.
Identifying new opportunities for revenue enhancement or cost reduction.
Qualifications we seek in you!
Minimum Qualifications: Relevant experience in team management.
Experience managing teams of over 40 people.
Previous experience in a BPO/Shared Services environment (advantageous).
Preferred Qualifications: Project Management skills with expertise in time and budget control.
Relevant industry experience for the position applied.
Ability to lead 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 training 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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