SM- S2P

Responsibilities

Handle a team of up to 50 people with direct supervision over Team leaders, servicing multiple clients, products, regions.
Achieving critical metrics / SLAs contractually agreed with the customer, continuously improving on performance benchmarks;
Analyzing data and trends, implementing projects for continuous improvement based on Lean Six Sigma methodologies;
Owning implementation and delivery of Operational Excellence Framework including Visual Management System;
Ensure the teams have all operational resources, for example but not limited to IT, Facility, Training, etc.;
Create reporting both for client and Genpact management for Operations review; identify recurrent problems/issues in Operations and resolve;

Client:
Showcase and practice excellent client handling skills to ensure successful NPS scores and customer happiness; Customer concern tracking and resolution for client issues
Be part of the client organization to drive improvement projects;
Own and hold periodic reviews with clients on Operational performance;
Ensure client response time is within acceptable limits set with the client and deadlines are met with accuracy;

People:
People management Ensuring Retention metrics are met and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR standard methodologies and initiatives;
Being part of people initiatives organized by HR team and owning delivering on the same;
Monthly, Quarterly and Yearly Individual Performance discussions and appraisal;
Creating development action plans, coaching and mentoring team members, developing talent, organizing career path meetings with team members;
Conflict Management and resolving issues not only within team, but also inter-team and cross functional;
Own 100% accurate and timely inputs for the team they supervise for salary, leaves and incentives and other HR systems like employee health and safety regulations, etc.;
Ensuring Learning Path for all team members is completed within deadlines;
Keeping the team motivated and focused, closely supervising the service delivery operations to ensure compliance with critical metrics and contractual SLAs, interacting with and handling customers & key partners on a day to day basis and undertaking regular process improvement measures based on customer feedback and data analytics;

Profitability:
Input and maintain data in all HR and Finance related tools to ensure right billing;
Drive productivity improvements within operations; Farm new opportunities for revenue enhancement or cost reduction;