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 Manager, Sales and Commercial (Practitioner)
In this role, you will be responsible for Service delivery, People development, Client focused problem solver with strong analytical and continuous improvement attitude.
Responsibilities
Business Process:
Achieving KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks
Analyzing data and trends, implementing projects/ initiatives for continuous improvement based on Lean Six Sigma methodologies
Owning implementation and delivery of Operational Excellence Framework including Visual Management System
Utilize capacity management tools to take decisions team scheduling.
Ensure the teams have access to all operational resources, for example but not limited to IT, Facility, Training, etc.
Own the creation, update and maintenance of Standard Operation Procedures and Knowledge Management tool
Direct and Determine reporting both for client and Genpact management for Operations review
Identify problems/issues in Operations and develop mechanisms to communicate (both internal and client stakeholders), track and resolve those problems / issues in a timely and structural manner
Display client handling skills to ensure successful NPS scores and customer satisfaction
Be part of the client organization to drive improvement projects
Own and hold periodic reviews with clients on Operational performance
Ensure diligence and responsiveness on client ask/ request
Drive Compliance initiatives in partnership with HR, IT, Infosec and facilitate process audit. Ensure all risk and vulnerabilities identified
People:
People Management – Ensuring People Metrics e.g., Retention, Employee Satisfaction scores, Employee Engagement Indices, Wellbeing etc. are achieved by leveraging process, policies, and practices in partnership with HR
Being part of people initiatives organized by HR team and owning delivering on the same
Conduct Monthly, Quarterly and Yearly Individual Performance discussions and appraisal for Front Line Managers and ensure they too are conducting the same for their team members on time.
Developing Performance Improvement Frameworks which should include, but not limited to, coaching and mentoring guidelines, developing talent roadmap, organizing career path interventions
Owning and facilitating team meetings daily/ huddles for better process performance and enhancement
Conflict Management and resolving issues not only within team, but also inter-team and cross functional
Maintain discipline and positive behavior / environment in the team
Ensure 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, etc.
Partner in the development of employee engagement 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:
Input and maintain data in all HR and Finance related tools to ensure right billing
Drive productivity improvements within operations
Farm new opportunities for revenue enhancement or cost reduction
Qualifications we seek in you
Minimum Qualifications / Skills
Relevant years of people management experience, including managing leaders, and a strong desire to develop team members
Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity
Ability to perform well in a highly dynamic, rapidly changing environment.
Creative, outside-the-box thinker and strategist.
Excellent communication and presentation skills.
A team player and collaborator
Proficient level of English
This job will require working in a normal shift, Monday to Friday.
Preferred Qualifications/ Skills
Team management experience in Operation will be prefered
Lean Six Sigma Certification and /or enabling function experience (e.g., WFM, HR, QTP) is a plus
Experience identifying and implementing process improvement opportunities within operations to drive business outcomes
Experience managing and growing global teams in partnership with internal and client stakeholders
Experience working across a global multicultural and multilingual team, tackling problems, and designing business solutions
Experience in any process improvement framework or process maturity models in design and execution
Experience communicating with, influencing, and presenting to a variety of audiences, including global cross-functional leaders
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.