Manager
Genpact
5 - 10 years
nan
Posted: 3/5/2025
Job Description
Responsibilities
Training
Ensure adherence to Training SLAs as agreed for the respective processes.
Manage new hire classroom training (Pre-Process as well as Process/Policy Training) with the help of team leaders & training specialists.
Responsible for the on-the job training management and timely graduation/certifications for new hire learners as well as cross training batches
Ongoing refreshers & steady state knowledge management as per training need identification analyses as well as inputs from the policy team or quality analysts
Own the update dissemination & close-looping process.
Shadow agent transactions to stay up to date with product/ process changes and recommend changes / updates to training material or knowledge base.
Quality
Responsible to provide the leadership and strategic direction on all Quality matters. The role will include collaboration with the processes key partners to define the quality requirements both internally and externally & lead the efforts on accomplishing them.
Responsible for driving outcomes on Quality related metrics & drive continuous improvement projects & plan for any contingencies/failure modes.
Weekly deep dive with Quality TLs & Quality Analysts on data analytics, insights & specific action plans to improve Quality.
Use market-specific knowledge, signals and insights to spot and scope scalable solutions to improve the health of transactions.
Flag resource constraints, or issues/inconsistencies timely to ensure quality assurance.
Training & Quality (Common)
Ability & willingness to review and moderate the platform (once a month) on the base of policies, processes, and guidelines. Provide actions & reasons on each decision/transaction. Review and investigate 3D, visual, graphic, audio, and text content for violation of policies and guidelines. (For example, slurs, cuss words, adult content, etc.). The role also involves moderating content of egregious nature.
Lead a group of Training specialists & Quality Team Leaders
Leading reviews & collaboration (including WBRs, MBRs, QBRs) from a training & quality mgt. standpoint for clients as well as internal Genpact stakeholders. Engage in elaborate data analytics & study for specific action plans, effective presentations & story telling.
Primary point of contact with Operations SDL, Global Operating Leader for coordinating & driving training & quality efforts, outcomes
Develop relationships & coordination with the Client POCs, Process Owners, Genpact Operating Leaders, Global leadership team, as well as other key internal/external partners/vendors.
Training & quality initiatives for the Operating teams, communication, connecting with stakeholders for feedback and driving the adherence of initiatives focused, towards elevating businesss key performance indicators.
To ensure the personal development & upskilling of all team members within the training & quality team
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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