Order Management/Customer Service – Assistant manager – Italian– Hybrid Bucharest
Genpact
5 - 10 years
nan
Posted: 4/15/2025
Job Description
Responsibilities
Collaborates internally within the company with members of the same team or of other teams in order to accomplish the allocated tasks;
Collaborates outside the company with client representatives, within the power of authority limits allocated by the direct manager
Activities:
Ensures that the process activities are carried-out in accordance with the solution agreed with the customer in the Design and Transition phase;
Ensures that the performance objectives (KPIs) / process delivery time (SLAs) set under the contract are fulfilled;
Carries out transformation initiatives and projects to deliver financial and productivity benefits to customer in accordance with the contractual clauses concluded with the client;
Ensures that the team members have all the operational resources and necessary equipment (upon completion of LTO);
Presents the performance indicators in the operational reviews meetings, analyzes data & trends in the process, continuously implements process improvement methodologies based on Lean Six Sigma;
Ensures adherence to Smart Opex Framework, distributes and publishes results through Visual Management system;
Ensures that all team members are aware of the contractual performance indicators (KPIs)/delivery time (SLAs) and of the level of the expected performance output;
Conducts team huddles to communicate the information regarding to the process priorities;
Coordinates and ensures the creation of the Standard Operating Procedures for the processes managed, updates and validates them before sending them to the customer for sign off, ensuring that they are accurate, comprehensive and explained in a logical manner, tailored to the process needs.
Successfully finalizing of the training plan related to the role hold and tasks;
Providing training and preparing other team members with regards to the daily tasks whenever it is necessary or requested by the manager;
Periodically updating of the working procedures;
Developing implementation activities of new systems/applicable tools to the processes in scope;
Monitors the team performance on a daily basis and ensures that individual and team objectives are met while complying with the established standards
Provides feedback on the performance and the process activity results to team members, identifies areas to improve the knowledge process and plans relevant training sessions to these areas in collaboration with the people manager
Participates in the selection of team members for different roles by assessing their process experience/ knowledge;
Keeps a close collaboration with its stakeholders, people manager in order to be informed about the process related issues/intiatives or human resources that may have an impact on the customer;
Carries out the onboarding/offboarding activities for the team members within the customers system;
Participates to the external governance established with the internal stakeholders related to process;
Participates to different projects, initiatives within Genpact.
Qualifications
Minimum qualifications
University graduate
Relevant experience in AR/OM/CS processes
Relevant experience in coordinating teams
Previous exposure to transformation and efficiency initiatives
Project Management skills with skills on time and budget control
Preferred qualifications
Relevant healthcare industry knowledge (represents and 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
Genpact supports professional trainings and great career development opportunities
Free access to our award-winning learning platform
Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts
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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