Senior Operations Manager

6 meses atrás

Lisboa, Portugal Genpact Tempo inteiro

With a startup spirit and 115,000 + 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._

**_ _**
- In this role, you will be working as a Senior 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: This job may require working a 24/7 schedule with alternating shifts and periodic exposure to 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 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._

**_ _**
- What can we offer?_
- _Attractive salary;_
- _Stable job offers - employment contract_
- _Work in a multicultural and diverse environment with employees from over 30 countries_
- _Genpact supports language courses, professional trainings an

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