Job expirat
Role requires leading teams of Process Associates and Sr. Process Associates to ensure best in class shared service support to our global clientele in IT
It involves keeping the team energized and focused, closely monitoring the service delivery operations to ensure compliance with key metrics and contractual SLAs, interacting with and managing customers & key stakeholders on a day to day basis and undertaking regular process improvement measures based on customer feedback and data analytics.
Showcase and practice excellent client handling skills to ensure successful NPS scores and customer satisfaction,
Escalation tracking and resolution for client issue
Be part of the client organization to drive improvement projects
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
2+ yrs of experience in team handling for projects in BPO/Call Center/Shared Services industry.
People Management – Coaching and Mentoring skills
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 in IT
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Genpact is a global organization with processes in Europe providing high quality business services for various GE businesses as well as large multinational organizations.
Career impact with Genpact!
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, China, Hungary, Romania, the United States, Mexico, and Poland.
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. 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.
