Operations Manager – Manager – English – On Site Krakow
Genpact
5 - 10 years
nan
Posted: 3/5/2025
Job Description
Responsibilities
Relevant experience in leading large teams in the scaled operations environment. Be able to deliver optimum customer satisfaction and ensure that the teams remain engaged and motivated to grow their career with the organization.
Assumes responsibility for effectively overseeing Operations functions. Ensures all customer questions and complaints are resolved in a timely manner. Completes research and resolves documentation errors or discrepancies on complex customer problems. Ensures operations further Company strategic plans and are in accordance with established policies and procedures.
Monitors service delivery and ensures excellence in service levels. Ensures deadlines and targets are met. Promotes goodwill and a positive image of the Company
Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement. Oversees the activities of Representatives. Assigns, schedules, and coordinates personnel. Directs daily operations. Identifies, develops, and implements front-line leadership development programs as appropriate. Ensures that representatives are thoroughly trained in all products and services.
Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed. Should be able to coach, mentor and help all his/her direct reports to be motivated and engaged to grow their career with Genpact. Assists in interviewing and assigning new personnel as necessary
Ensures performance metrics are effective and professionally conducted. Representatives are properly trained and customer service standards are at the highest level. All related records and reports are complete and current. Professional relations exist with customers, vendors, and other external business contacts.
Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis.
Problem Solving: Should be tactical and be able to solve day to day operations issues and should be able to understand Service Delivery metrics.
Time Management: Should be able to manage his/her own time well and coach front line managers and agents staff to do the same.
Out of box thinking: Use initiative and demonstrate creativity in solving problems for Genpact customers
Lead will be leading a team of 150+ employees, and ~10+ Front Line Managers, coach mentor and motivate them and their front line managers to deliver optimum customer service to the end customer of Genpact.
Important: Operations teams will function based on the schedule committed with the client (differences may appear at the start and end hour, break length, bank holidays, occasional work-related travelling) 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.
Qualifications
Minimum qualifications
The candidate should be a high performer who craves the challenges of career growth and development, and a natural leader. Should be engaging, influential and motivating, and have outstanding communication skills.
The resource should have the ability to draw insights from data and trends, ability to visualize complex data trends in simple and easy to understand ideas and create themes to coach mentor agents.
Preferred qualifications
Candidates associated with Ads content moderation workflow with a good understanding of the Trust & Safety eco-system will be an added advantage.
What can we offer?
Attractive salary;
Stable job offers - employment contract
Work in a multicultural and diverse environment with employees from over 30 countries
Free access to our award-winning learning platform
Benefits such as Private Medical Package, Meal Vouchers or Access to wellness programs
As an Equal Opportunity Employer we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose, a photograph to your CV as part of the application process. It is the candidates absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed.
Kindly please see our Privacy Notice for Employment Candidates: http://www.genpact.com/about-us/privacy-notice-for-employment-candidates
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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