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 Manager, Customer Care
Vendor will staff the program with 1 Operations Manager for a group of up to 100 Agents (1:100 ratio) included in Productive Hour Rates for the Services. These Operations Managers will be required to support each line of business on a dedicated basis. The Operations Manager shall be responsible for the overall provision of the relevant line of Services by Vendor, including overseeing up to 100 Personnel appointed to provide the relevant Services.
The Operations Manager(s) will be required to support each line of business on a dedicated basis.
Responsibilities:
a. Serving as liaison between Meta and Vendor development and operational team.
b. Proactively update and flag to Meta emerging issues and offer actions to mitigate but also proactively share best practices to drive the global program forward and ensure EMEA’s thought leadership is recognized within global team.
c. Optimize program operations with a focus on process management, key strategic initiatives per quarter and ensure basics are always in place and operations manager proactively brings ideas and tangible actions to improve the business and performance.
d. Walk the walk – Ensure agreed deliverables are met on time and in right quality.
e. Regular coaching and development of the team lead group is indispensable to provide consistent messaging, coaching, performance management and prioritization of tasks of all teams. It is expected from the operations manager to ensure the performance corridor of different markets is very narrow and performance is as consistent as possible across markets within the same program.
f. Ascertain that the quality assurance team ensures processes are in accordance with Meta’s expectations as well as contractually agreed number of quality audits are met.
g. Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization.
h. Able to clearly outline current performance drivers for their program(s) and actions to improve.
i. Liaise with Meta’s Program Manager to ensure Personnel meet Meta’s requirements.
j. Managing the scheduling and chairing of all account review meetings and work with Meta’s applicable manager(s) and/or dedicated operations lead(s) to review daily, weekly, and monthly operations and performance.
In respect of Client's relevant products or operations which require prompt or urgent action or changes to the relevant Support/Sales Services, the Operations Manager (or his nominee) shall also have the following responsibilities:
1. be available during all operations hours to receive Meta's communications; and;
2. confirm receipt of such communications as soon as reasonably practicable but in any event within 8 hours of issue by Meta; and
3. Promptly take and implement all reasonably necessary actions and measures to address the relevant issues as communicated by Meta.
Qualifications / Skills
Minimum Qualifications:
The Operations Manager should have diverse experience in scalable operations and sales environment ideally with experience in managing internal and external (3rd party vendor partners) stakeholders to drive results.
a. Strong collaboration skills across function and regions, ability to adapt to a fast-paced, international work environment with a passion for making an impact and share best practices.
b. Exceptional communication and presentation skills; able to articulate the story and drivers behind positive or negative performance trends tied to tangible actions.
c. Strong critical and analytical thinking with an entrepreneurial and proactive mind-set.
d. Ability to effectively prioritize tasks and manage time, even under high- pressure situations.
e. BA/BS or MA/MS degree equivalent experience.
f. Fluency and excellent communication skills in English
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.