Senior Manager
Genpact
5 - 10 years
nan
Posted: 3/5/2025
Job Description
Responsibilities
Leads a team of supervisors in day-to-day functions, including directing, planning, supervising and evaluating the work of assigned staff. Coordinates work flow to achieve the volume encouraged to meet operational requirements.
Plan and lead the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition.
Develops staff by assessing Leadership proficiencies and promote training and career planning; coaches employees for career development. Provides input into hiring decisions.
Monitors performance of the cluster according to established standards. Provides performance feedback on Supervisors and Associates. Prepares fair, accurate and detailed performance reviews. Accountable for meeting business goals. Coordinates with other units to ensure an alignment of processes to minimize revenue loss.
Develops relationships and communicates issues of importance within the department and/or business unit.
Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content and direct process improvement projects.
Uses appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while handling special projects.
Monitors and ensures compliance with department, business unit, and regulatory agency standards and practices.
Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards.
Performs other duties that maybe assigned from time to time.
Minimum Qualifications
Proficient in MS Office (Excel, Word, Powerpoint, etc.)
Good analytical skills
Customer Service experience required
College Graduate
Can demonstrate outstanding active listening skills & probing; able to display solution-focused approach & can-do-attitude at all times to build customer dedication
Preferred Qualifications
Able to demonstrate empathy while improving chance to create rapport with the customer.
Has previous experience in meeting/driving Net Promote Score performance/expectations, preferably in a customer service business for Consumer Credit Cards
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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