Operations Manager - General Accounting

GENPACT ROMANIA

20-04-2014 | EXPIRA LA 20-04-2014

Job expirat

RESPONSABILITATI

Process related:

* 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 teams 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 related:

* Showcase and practice excellent client handling skills to ensure successful feedback 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 related:

* Managing the team – ensuring people 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
* Owning Individual Performance discussions and appraisal
* Developing action plans, coaching and mentoring team members, developing talent, organizing career path meetings with team members
* Owning and facilitating team meetings for better process performance and enhancement
* Conflict Management and resolving issues not only within team, but also inter-team and cross functional
* 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.
* Participating in selection of new team members or hires within Genpact
* Ensuring Learning Path for all team members is completed within deadlines



Profitability related:

* Input and maintain data in all HR and Finance related tools to ensure right billing
* Drive productivity improvements within operations


CERINTE

* 6+ years of experience in team management with relevant team management experience (15+ people);
* Previous experience in a BPO/Call Center/Shared Services environment (represents and advantage);
* Project Management skills with knowledge on time and budget control;
* University graduate (relevant studies);
* Background in economics & general accounting experience;
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Proven ability to strategize, influence, communicate and execute complex initiatives;
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Proven ability to manage large clients and lead large team towards meeting the agreed SLA’s with the client and drive improvement projects to continuously enhance customer satisfaction;
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Self-motivated, high-energy levels and works well under strict deadlines;
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Fluency in English, both written and oral;


DESCRIEREA FIRMEI

Career impact with Genpact!


Genpact is a leader in the globalization of services and technology and a pioneer in managing business processes for companies around the world in the areas of Accounting, Customer Relationship Management, Procurement and Supply Chain, Banking, Insurance, Analytics, IT Infrastructure and Software services. We were the pioneers of our industry when we started operations in India as a part of General Electric 12 years ago, and our customers today are Fortune 500 market leaders across banking & financial services, insurance, manufacturing , transportation, healthcare, pharmaceuticals, automotive, consumer goods and retail, media & business services. Genpact is a public company listed on the New York Stock Exchange under the symbol "G".

Genpact has over 36,000 employees around the world, in China, India, Philippines, Mexico, Guatemala, USA, Hungary, Romania, Spain, the Netherlands, Morocco, and South Africa.

We are currently expending our team in Bucharest and therefore we are providing outstanding career opportunities in multiple business areas.

What makes us different is the ability to serve our worldwide clients in their own language: English, French, Italian, Spanish, Hungarian, German, Dutch, Portuguese, Swedish, Polish....you name it.