Senior Manager - Voice
Genpact
5 - 10 years
Gurugram
Posted: 18/06/2025
Job Description
Responsibilities
:1. Client need assessment & relationship management: This would involve understanding key client requirements, delivery expectations, and priority focus areas aiming towards smooth and surprise free account operations. Being at pace with clients expectations on KPI/ SLA delivery and governance ensuring health of all performance metrics stay Green and are regularly reviewed with Vendor Management team/ Client POCs
2. Service Design & Delivery Planning: Extensive coordination with Hiring, Training & Quality, Work Force Management & BHR teams to ensure employee life cycle for all resources in the account is seamless w.r.t. to onboarding the required skill set, high emphasis on quality of Training and Knowledge management/ retention, end to end adoption of client approved Quality framework and closely liaisoning with WFM team to operate with the agreed Capacity Plan
3. Client Communication & Feedback Management: Robust representation of performance updates, project initiatives during WBRs, MBRs & QBRs. Quick response time to prepare performance insights, RCA and Action Plans
5. Performance Monitoring & Reporting: Leveraging client dashboards and GP reporting tools to track and drive performance for the account. Draw intelligent analytics from performance dashboards and provide vital performance insights to internal Genpact stakeholders and client 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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