Team Lead – Assistant manager – English – On Site Bucharest
Genpact
5 - 10 years
nan
Posted: 3/5/2025
Job Description
Responsibilities
Collaborates internally within the company with members of the same team or of other teams in order to accomplish the alocated tasks;
Collaborates outside the company with client representatives, within the power of authority limits allocated by the direct manager;
Ensures that the process activities are carried-out in accordance with the solution agreed with the customer in the Design and Transition phase;
Ensures that the performance objectives (KPIs) / process delivery time (SLAs) set under the contract are fulfilled.
Proposes and implements the solution for new clients, acting as an SME for the process/processes.
Poposes, sets and implements the best operational practices across the team and ensures the homogenous and comprehensive knowledge among all the team members.
Designs transformation projects to deliver financial and productivity benefits to customer in accordance with the contractual clauses concluded with the client.
Acts as a primary point of contact for all the escalations related to the process.
Ensures that the team members have all the operational resources and necessary equipment (upon completion of LTO)
Presents the performance indicators in the operational reviews meetings, analyzes data & trends in the process, continuously implements process improvement methodologies based on Lean Six Sigma.
Ensures that all team members are aware of the contractual performance indicators (KPIs)/ delivery time (SLAs) and of the level of the expected performance output
Conducts team huddles to communicate the information regarding to the process priorities;
Coordinates and ensures the creation of the Standard Operating Procedure for the processes managed, updates and validates them before sending them to the customer for sign-off, ensuring that they are accurate, comprehensive and explained in a logical manner, tailored to the process needs.
Ensures back-up versions for all team members as per the contractual requirements.
Monitors the team performance on a daily basis and ensures that individual and team objectives are met while complying with the established standards.
Provides feedback on the performance and the process activity results to team members, identifies areas to improve the knowledge process and plans relevant training sessions to these areas
Participates in the selection of team members for different roles by assessing their process experience/ knowledge.
Qualifications
Minimum qualifications
Graduation (any stream)
Customer Focus (focus on internal customers and impact on our external customers)
Bias for action (focus on results and use of intelligent risk taking)
Team Alignment (team player; supports and respects others)
Good verbal and written communication skills English C1
Preferred qualifications
Adaptability: Work effectively in a dynamic contact center environment, adapting quickly to changing priorities with a sense of urgency.
Complex Query Resolution: Resolve complex queries from customers using strong critical thinking and decision-making skills.
Exceptional Service: Provide exceptional service by building trust and strengthening relationships through empathy, active listening, and rapport building.
Multichannel Communication: Navigate multiple communication channels (phone/chat/email) to engage with customers effectively.
Professional Communication: Demonstrate clear, professional written and oral communication; listen empathetically to understand and prioritize customer needs, providing appropriate solutions.
Performance Goals: Consistently meet customer experience and efficiency (quality/productivity) goals.
Confidentiality and Compliance: Maintain high levels of confidentiality and data security standards, adhering to company policies and a commitment to exceptional service.
Problem-Solving: Seek solutions through logical reasoning and data interpretation independently.
Team Environment: Foster a positive and cooperative team environment.
Continuous Improvement: Show enthusiasm for learning and commitment to continuous improvement.
Ability to work with various IT applications
Customer service orientation
Ability to work effectively under pressure
Knowledge of MS Office
What can we offer?
Attractive salary.
Stable job offers - employment contract.
Work in a multicultural environment;
Various trainings (initiating, soft skills).
Possibility of development;
Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, partner discounts).
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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