Manager - Customer Enablement / Experience: ICAN
Genpact
5 - 10 years
Hyderabad
Posted: 08/07/2025
Job Description
Responsibilities
Leading operations and spearheading processes for excelling business targets for the Business Unit
Proactively resolve people issues and ensure that attrition is well below the defined target
Meet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Productivity 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.
Communicate with the customer on a regular basis to discuss operational issues, raise issues proactively & build relationship, understand customer issues proactively, fix to get the delight factor
Set goals for the team and communicate goals on a regular basis
Assist sales team with solutioning, proposals, and deal pitches
Manage cross-functional teams to deliver engagements with world-class quality
Provide insights on clients business and financial performance and drive business strategies within operating teams to add value to the client
Deliver projects on time, with great quality, and with close communication internally and externally
Interact with client to assess and provide feedback to every team member about their daily deliverable accuracy, quality of work and any future value addition projects
People Management be a peoples manager involving in hiring, structured learning path, operations mentor for the team
Lead multiple internal and external stakeholders
Support the metrics reporting for the relevant process
Support and coordinate the team on daily processing/operations, workload allocation
Oversee process KPIs and metrics, provide deep analysis with understanding of root causes
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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