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 Workforce Coordinator - Senior Process Associate - English - On Site Bucharest
In this role, you will be part of the Service Operations team, working on the frontline to combat financial crime by ensuring the authenticity and validity of documents and verifying customers. This Tier One position focuses on processing non-complex cases for specific nationalities, where the implementation and knowledge of complex procedures or checks are not required.

Responsibilities
• Escalate contact center interruptions to appropriate Executive Leadership Staff in a quick timely fashion.
• Execute on budget forecasts and owns the development and implementation of staffing and metric models, reporting and analysis.
• Develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.
• Train team members, managers, and trainers on the use of workforce planning tools.
• Communicate with management and operations team to ensure compliance with client and company dialing standards.
• Observe recommend volume routing changes to ensure calls are handled appropriately.
• Develop reporting processes, dashboards and presentations to fulfill senior leadership reporting needs.
• Collaborate to develop product marketing plans including market research, positioning, value proposition, and messaging that resonate with our target customers.
• Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.
• Assist service line leaders with QC tracking and management.
• Work with senior leadership to implement organizations new strategic plan.
• Work with clients and use data to identify the changing skills workers will need, skills adjacencies, and craft learning and career path plans based on objectives
• Help teams design and craft ways for employees to learn and to roll out the continuous learning people need to perform effectively as organizations pivot at speed and scale.
• Assist management to design digital learning models that include using Artificial Intelligence for skills development and content curation.

Qualifications we seek in you
Minimum Qualifications / Skills
• Cultural Fit with the client values, mission, and team.
• Basic understanding of KPIs (ideally experience in a contact center or similar).
• Ideally previous CDD(Customer Due Diligence) experience (nice to have).
• Successfully passes the onboarding training and nesting period.
• Minimum B2 English language.
• PC literacy.
• Ability to work in Shifts.
• Attention to details
Preferred Qualifications/ Skills
• Good Excel, MS Access, Power Point skills, word and experience in VBA will be an added advantage
• Previous working experience on any AML/ KYC tools is an advantage
• Working experience with various countries and cultures would be a plus;

What can we offer?
• Attractive salary.
• Stable job offers - employment contract.
• Work in a multicultural environment;
• Various trainings (initiating, soft skills).
• Possibility of 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 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.