Manager - Content Review - Ops Lead - English
Genpact
5 - 10 years
Hyderabad
Posted: 3/5/2025
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.
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.
Fluent in English Language
Speech X score: C1 or above
KF scores >35%
Should be flexible to work in 24*7 environment and rotational shift and week off.
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 that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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