Team Leader Order Management with Spanish - based in Cluj-Napoca

RESPONSABILITATI

Handle a team of 15-20 associates/sr. associates, 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

CERINTE

DESCRIEREA FIRMEI

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.