Unmanaged Sales Operations

2 semanas atrás

Lisboa, Lisboa, Portugal Genpact Tempo inteiro

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it.

We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line.

We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality.

And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better._

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  • In this role, you will be responsible for Service delivery, People development, Client focused problem solver with strong analytical and continuous improvement attitude._

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  • Responsibilities_

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  • 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_

  • Preferred Requirements:_

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- _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_

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  • Minimum qualifications_

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- _Relevant years of people manag

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