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 applications for the role of Assistant Vice President- Operations Leader
In this role, you will be responsible for engaging in operations and support functions for ensuring success of the program and would be accountable for handling clients and internal stakeholders and partnering with them to successfully run outsourced program.
Responsibilities
With previous experience in the Customer Service space with and with confirmed tenure in senior management role in BPO industry and should be a subject matter expert on various aspects of operations.
Experience in directly leading and running an Operations team and be directly accountable for outcome metrics in accordance to the agreed SLA by the clients
Understanding of Performance measurements and ability to manage day to day performance such as Productivity, Quality, Efficiency, Shrinkage among others.
Identifying and leading continuous improvement projects through Lean Six Sigma Tools for achieving better business outcome
Outstanding customer relationship skills
Holding and representing the Program independently in Customer Reviews and visit
Balancing critical issues and customer concerns
Establishing/maintaining a customer-centric culture with outstanding customer relationship skills
Have the ability and experience of cross functional teamwork and partnership skills
Qualifications we seek in you
Minimum Qualifications / Skills
Industry experience of healthcare is preferred
Ability to handle big teams create a culture of driving excellence (across geographies)
Good Communication skills
Critical and analytical decision-making skills
Expected to take initiative to refine procedures, notify senior management of potential issues, use tact, be discreet and diplomatic in servicing the client
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 genpact.com and on LinkedIn, X, YouTube, and Facebook.
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.