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 Operations Manager – Manager – English – On Site Krakow
In this role, you will be working as a Operations Manager, will be leading a team of 150 employees, ~10 Front Line Managers. Leading teams to optimize customer experience for Hi- Tech products for Genpact Clients. This role will also involve working with content moderation and/or data labeling management team of Genpact interfacing with multiple Genpact clients in driving performance, continuous improvement, and customer expectations. Should be a professional with experience leading scaled operations in the Hi-Tech industry background.

Responsibilities
• Relevant experience in leading large teams in the scaled operations environment. Be able to deliver optimum customer satisfaction and ensure that the teams remain engaged and motivated to grow their career with the organization.
• Assumes responsibility for effectively overseeing Operations functions. Ensures all customer questions and complaints are resolved in a timely manner. Completes research and resolves documentation errors or discrepancies on complex customer problems. Ensures operations further Company strategic plans and are in accordance with established policies and procedures.
• Monitors service delivery and ensures excellence in service levels. Ensures deadlines and targets are met. Promotes goodwill and a positive image of the Company
• Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement. Oversees the activities of Representatives. Assigns, schedules, and coordinates personnel. Directs daily operations. Identifies, develops, and implements front-line leadership development programs as appropriate. Ensures that representatives are thoroughly trained in all products and services.
• Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed. Should be able to coach, mentor and help all his/her direct reports to be motivated and engaged to grow their career with Genpact. Assists in interviewing and assigning new personnel as necessary
• Ensures performance metrics are effective and professionally conducted. Representatives are properly trained and customer service standards are at the highest level. All related records and reports are complete and current. Professional relations exist with customers, vendors, and other external business contacts.
• Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis.
• Problem Solving: Should be tactical and be able to solve day to day operations issues and should be able to understand Service Delivery metrics.
• Time Management: Should be able to manage his/her own time well and coach front line managers and agents staff to do the same.
• Out of box thinking: Use initiative and demonstrate creativity in solving problems for Genpact customers
• Lead will be leading a team of 150 employees, and ~10 Front Line Managers, coach mentor and motivate them and their front line managers to deliver optimum customer service to the end customer of Genpact.

Important: Operations teams will function based on the schedule committed with the client (differences may appear at the start and end hour, break length, bank holidays, occasional work-related travelling) This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech.

Qualifications
Minimum qualifications

● The candidate should be a high performer who craves the challenges of career growth and development, and a natural leader. Should be engaging, influential and motivating, and have outstanding communication skills.
● The resource should have the ability to draw insights from data and trends, ability to visualize complex data trends in simple and easy to understand ideas and create themes to coach mentor agents.
Preferred qualifications
● Candidates associated with Ads content moderation workflow with a good understanding of the Trust Safety eco-system will be an added advantage.

What can we offer?
● Attractive salary;
● Stable job offers - employment contract
● Work in a multicultural and diverse environment with employees from over 30 countries
● Free access to our award-winning learning platform
● Benefits such as Private Medical Package, Meal Vouchers or Access to wellness programs

As an Equal Opportunity Employer – we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose, a photograph to your CV as part of the application process. It is the candidate’s absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed.
Kindly please see our Privacy Notice for Employment Candidates: http://www.genpact.com/about-us/privacy-notice-for-employment-candidates
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.