Job expirat
¿ Ensure seamless delivery of services based on the contract made with the Customer.
¿ Fully understand the team's scope of activities and related business processes. Identify and eliminate the occurring problems.
¿ Create reports of the business procedures.
¿ Be aware of all details of the business process and any process related changes. Ensure that the SOP (Standard Operational Procedure) is regularly updated.
¿ Communication with the Customer on a regular bases in written and verbal.
¿ Actively participate in detecting and fixing problems reported by the Customer, or related to either process defects or any system usage.
¿ Ensure that the turn-around-time (TAT) meets the defined timeline.
¿ Regular - at least monthly - documentation of the process measurements. Prepare the dashboards and communicate them to management, to the team and to the Customer.
¿ Actively participate in process related projects.
¿ Ensure the internal administrative functions, and prepare the previously defined lists (Attendance sheet, Billability, Telephone charges ect.)
¿ Be familiar with the team's financial indicators such as Billability, T&L, Stationary, Awards ect.
¿ Be familiar with the team's infrastructural requirements (Headsets, System Access), escalate and follow up on occurrent problems.
¿ Ensure the seamless operation by cooperating with the different supporting functions such as HR, IT, Training, Quality, Finance and Facility.
¿ Participate in selecting and hiring new team members.
¿ Coordinate the operational trainings according to the needs of the business process and the new team members.
¿ Motivate, coach and supervise the team.
¿ Define and set up yearly / quarterly Goals&Objectives for the employees.
¿ Prepare quarterly evaluation (EMS) of the employees attitude and performance, and the accuracy of their work.
¿ Attend training sessions and apply the learnings in practice.
¿ Acknowledge and comply with the Company's policies (Mobile Phone Usage, Notebook Usage, Credit Card Policy ect.)
¿ University degree
¿ At least 3 years of experience in IT Help Desk or Accounting, with at least 1 year of team leading position
¿ The call center experience is an asset
¿ Leadership skills; ability to lead, motivate and coach employees.
¿ Excellent communication and presentation skills.
¿ Good analytical skills, capability of quick decisions making.
¿ Logical, system oriented mindset.
¿ Initiativeness, result orientation and positive approach/attitude.
¿ Customer oriented mindset, ability to work on own initiative as well as part of a team.
¿ Ability to work with tight deadlines.
¿ Very good knowledge of business English
Outstanding career opportunities
GENPACT is the leading provider of Business Services & Technology Solutions worldwide.
Owned jointly by General Electric, General Atlantic and Oak Hill Capital Partners, GENPACT has operations centers across India as well as in China, Hungary, Romania, the United States and Mexico.
The Portfolio of services offered from these Global centers include: Finance & accounting, Customer Service, Supply Chain & Procurement, Sales & Marketing Analytics, Financial Services Collections/Ops, Information Technology Services, Enterprise Application Services & Program Management.
For further details please visit www.genpact.com
