IT Service Management Team Leader

GENPACT ROMANIA

16-11-2015 | EXPIRA LA 16-12-2015

Job expirat

RESPONSABILITATI

What are we looking for?

As a Team Leader your main responsibility will be to ensure team’s performance within the managed process.

What will your job be about?
 Develop action plans, coaching and mentoring team members, developing talent, organizing career path meetings with team members
 Recognize and reward individual and team level achievements
 100% accurate and timely inputs on salary, leaves, incentives and other HR related matters like employee health and safety regulations
 Achieving the contractually agreed KPIs / SLAs for owned processes
 Present performance indicators in internal operational reviews, analyze data & trends, implement continuous improvement based on Lean & Six Sigma methodologies
 Create the appropriate Standard Operating Procedure structure and manage the procedures validation process before sending to the customer for sign off
 Act as primary point of contact for all people related escalations regarding his/her team members coming from customer internal users
 1st level of escalation for client issues, takes necessary actions to get the resolution, communicate with the customer about status and actions taken
 Daily and weekly interactions with client on operational performance, proactively communicate to the customer about process/team status or changes and issues/ risks which may arise
 Build strong communication and close working relationship with the key stakeholders at Customer site, proactively ask for feedback, take full ownership of the process and operations managed


CERINTE

 Strong knowledge of ITIL processes
 Experience in Service Management/Incident Management is a plus
 2+ years of team leader/management experience
 10+ teams management experience
 Good command of English
 Strong customer centric focus, relationship management with key stakeholders, proactive and can do attitude
 Ability to understand, communicate and actively support changes in the work environment
 Ability to form and develop team performance in relation to objectives
 Ability to communicate effectively in diverse teams, both within the organization and with customer


DESCRIEREA FIRMEI

Genpact is a global leader in transforming and running business processes and operations.
Our service portfolio includes finance & accounting, banking & insurance, procurement & supply chain, collections & customer service, enterprise application, IT infrastructure management and smart decision services.
Currently over 64,000 employees manage 4,700+ processes in 30+ languages, from a global network of over 70+ operation centers, in 24 countries. We cover multiple industry verticals, such as automotive, banking and finance, insurance, manufacturing, pharmaceuticals, telecommunication, transportation & logistics.

Genpact Europe is present in 4 countries, through 11 delivery centers and with a number of over 3,600 employees. We are offering services in more than 20 languages, for over 50 clients.

That's why we are known to GENerate imPACT.