Senior Manager - Customer Service
Genpact
5 - 10 years
Hyderabad
Posted: 29/11/2024
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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 delivery, raise issues & build relationships, understand customer & client 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.
About Company
Genpact is a global professional services firm delivering digital transformation by putting digital and data to work to create competitive advantage.
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