Manager - Content Review - Operations - Ops Lead

Genpact

5 - 10 years

Hyderabad

Posted: 03/09/2024

Getting a referral is 5x more effective than applying directly

Job Description

Responsibilities

• Respond to customer inquiries and problem escalations.
• Proactively resolve people issues and ensure that attrition is well below the defined target.
• Leading operations and spearheading processes for excelling business targets for the Business Unit
• Meet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Efficiency per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards, other deliverables as required.
• Driving Continuous Improvement Initiatives
• Develop and implement measurement systems and provide insightful analytics around the metrics.
• Deep technical expertise and data orientation in controllership, Management Information System and Service delivery
• Communicate with the customer on a regular basis to discuss operational issues and CTQ delivery, raise issues & build relationship, understand customer issues proactively, fix to get the delight factor.
• Set goals for the team and communicate goals on a regular basis.
• Coach & mentor people – Motivating team with excellent people touch.
• Efficiency and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma
• Reconciliations of client reports
• Leading calls with clients and other business functions
• Running of projects independently
• Preparation of dashboards and ability to understand current Business processes and suggest improvements Key for details.
• This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/ sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech.

Minimum Qualifications

• Any graduate
• Post Graduate degree or equivalent with an excellent academic record.
• Relevant experience in a BPO/KPO
• Should have handled a team of 80 to 100 people.
• Customer Management exposure and good presentation skills is a must.

Preferred Qualifications

• Excellent Analytical & Communication skills
• Preferably the candidates prior experience in Internet based accounts and Customer service industry
• Ability to work & communicate with people across organizational unit.
• Excellent interpersonal & Management skill
• LEAN/Six Sigma – Trained, Tested and Certified (preferred)
• Leading calls with Clients/ other business functions Independently
• High MS-Office skill (Advance Excel) – preferred.
• Ability to handle pressure - Timelines and Customer Demands

About Company

Genpact is a global professional services firm delivering digital transformation by putting digital and data to work to create competitive advantage.