Job expirat
What are we looking for?
As Order Management Team Leader your main responsibility will be to ensure team's performance within a Order Management and Customer Service process.
What will your job be about?
Implement and rigourously follow the HR best practices in terms of people retention, performance assessment, motivation and talent development
Act as primary point of contact for all people related escalations regarding his/her team members coming from customer internal users
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
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
Order Management/Customer Service process knowledge
Experience with Consumer Goods field is a plus
10+ teams management experience
Good command of English
Knowledge of SAP is not required, but a plus
Strong customer centric focus, relationship management with key stakeholders, persuasive, negotiating, 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
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.
