Job expirat
Handle a team of 20 plus associates/ sr. associates directly or indirectly managing a team of up to 40 with direct supervision over Team leaders and/or Management trainees, servicing either multiple clients, products, regions or all
Process:
- Achieving KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks
- Analyzing data and trends, implementing projects 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 rightly schedule resources to meet demand for operations
- Ensure the team’s have 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
- Create reporting both for client and Genpact management for Operations review
- Identify recurrent problems/issues in Operations and resolve
Client:
- Showcase and practice excellent client handling skills to ensure successful NPS scores and customer satisfaction,
- Escalation tracking and resolution for client issues
- Be part of the client organization to drive improvement projects
- Own and hold periodic reviews with clients on Operational performance
- Ensure client response time is within acceptable limits set with the client and deadlines are met with accuracy
People:
- People management – Ensuring Retention metrics are met and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR best practices and initiatives
- Being part of people initiatives organized by HR team and owning delivering on the same.
- Monthly, Quarterly and Yearly Individual Performance discussions and appraisal
- Developing development action plans, coaching and mentoring team members, developing talent, organizing career path meetings with team members
- Owning and facilitating team meetings daily 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
- Own 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.
- Own organization of motivational 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
• Desirable to have 4+ yrs of experience in team handling for projects in BPO/Call Center/Shared Services industry or similar domain industry.
• People Management – Coaching and Mentoring skills; proven experience in leading teams of or above 10 people.
• Project Management skills with skills on time and budget control,
• Communication and presentation skills,
• Change Management skills,
• Analytical skills with attention to details
• Excellent PC skills (MS Products specifically)
• Relevant industry experience for the position applied, eg: IT, F&A, Procurement, SCM, Call Center, etc.
English advanced and Any European language
Compania noastra imbina experienta, expertiza, managementul activ si cultura creativa. Asiguram clientilor nostri know-how-ul si cunoasterea pietei din Romania pentru a ajuta dezvoltarea unui proiect de succes. Forta companiei APT Resources & Services consta in insasi echipa si in devotamentul ei pentru a oferi de fiecare data cele mai bune performante. Domeniile noastre de specialitate se incadreaza in servicii profesionale de resurse umane, incluzand recrutare & selectie de personal si consiliere in cariera.
