Senior Manager - Operations Manager - Quality Control/Quality Consultant – Trust & Safety
Genpact
5 - 10 years
Hyderabad
Posted: 4/15/2025
Job Description
Responsibilities
:Operational Leadership and Management:
o Provide strategic direction and operational oversight for the Quality Control and/or Quality Consultant teams.
o Develop and implement operational plans and strategies aligned with overall business objectives and quality goals.
o Manage team performance, set clear expectations, provide coaching and mentorship, and conduct performance reviews.
o Ensure effective resource allocation, workload management, and optimal team productivity.
o Foster a positive, collaborative, and high-performing team environment.
Quality Strategy Execution:
o Drive the execution of the established quality control strategy and ensure its integration into operational processes.
o Monitor the effectiveness of quality control measures and identify areas for improvement.
o Champion the adoption of quality standards, guidelines, and best practices across the team.
o Ensure compliance with internal quality standards, client-specific requirements, and relevant regulatory guidelines.
Performance Monitoring and Reporting:
o Establish and monitor key performance indicators (KPIs) related to quality, efficiency, and team performance.
o Analyze operational and quality data to identify trends, risks, and opportunities for improvement.
o Prepare and present comprehensive reports on operational and quality performance to senior management and stakeholders.
o Develop and implement action plans to address performance gaps and drive continuous improvement.
Process Optimization and Efficiency:
o Lead and drive process improvement initiatives to enhance operational efficiency, accuracy, and quality.
o Identify bottlenecks and inefficiencies within quality control and related operational workflows.
o Implement standardized processes and best practices to optimize performance and reduce errors.
o Leverage technology and automation to improve quality and efficiency.
Stakeholder Management and Collaboration:
o Serve as a primary point of contact for operational and quality-related matters for internal stakeholders and potentially clients.
o Collaborate effectively with other Operations Managers, Team Leaders, and cross-functional teams.
o Build strong relationships with stakeholders to ensure alignment on quality goals and operational priorities.
o Communicate effectively with senior management on operational performance, challenges, and improvement initiatives.
Risk Management and Mitigation:
o Identify potential operational and quality risks and develop mitigation strategies.
o Implement controls and processes to minimize the impact of identified risks.
o Oversee the investigation and resolution of quality-related issues and escalations.
Budget Management and Resource Planning:
o Manage the budget for the Quality Control and/or Quality Consultant teams effectively.
o Participate in resource planning and forecasting to ensure adequate staffing and resources to meet operational and quality demands.
Talent Development and Retention:
o Identify talent within the team and provide opportunities for growth and development.
o Implement strategies to improve employee engagement and retention within the quality teams.
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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