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 Customer Care Operations Lead – Senior Manager – German – Remote Ro

General Responsibilities
• Leads a team of supervisors in day-to-day functions, including directing, planning, supervising and evaluating the work of assigned staff.
• Coordinates work flow to achieve the volume encouraged to meet operational requirements.
• Plan and lead the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition.
• Develops staff by assessing leadership proficiencies and promote training and career planning; coaches employees for career development.
• Provides input into hiring decisions.
• Monitors performance of the cluster according to established standards.
• Provides performance feedback on Supervisors and Associates. Prepares fair, accurate and detailed performance reviews.
• Accountable for meeting business goals.
• Coordinates with other units to ensure an alignment of processes to minimize revenue loss.
• Develops relationships and communicates issues of importance within the department and/or business unit.
• Recognizes and recommends operational improvement.
• Promotes and maintains the accuracy and quality of services, deliverables, and content and direct process improvement projects.
• Uses appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while handling special projects.
• Monitors and ensures compliance with department, business unit, and regulatory agency standards and practices.
• Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards.

Minimum Qualifications
• Bachelor’s Degree
• Relevant experience in people management, including managing leaders, preferably in customer service
• Excellent communication and people management skills
• Proficiency in MS office (Excel, PowerPoint)
• Ability to perform in a fast-paced and high-volume service center
• Ability to multi-task
• Attention to details
• Strong German and English skills

Preferred Qualifications
• Possess excellent business acumen, qualitative and quantitative problem-solving skills
• Flexibility and the ability to delivery excellence amidst constant change
• Can demonstrate outstanding active listening skills probing; able to display solution-focused approach and “can-do-attitude” at all times to build customer dedication
• Strategic thinker with strong analytical and problem-solving skills
• Adaptable and energized by a fast-paced environment
• Strong desire to tackle complex problems and deal with rapid changes and ambiguity
• Continuous improvement mindset with a desire to design effective business operations

What can we offer?
• Attractive salary
• Stable job offers - employment contract
• Work in a multicultural environment
• Various trainings (project specific soft skills)
• Possibility of career development
• Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, 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.