GenpactEmployer profile
Senior Manager - Operation Manager-ANA012568
Location not specified · Experience not specified
Experience- Experience not specified
Salary- Not disclosed
Location- Location not specified
- Work mode
- Not specified
- Job type
- Full-time
Apply by- Closing date not listed
- Posted
- 12 Jan 10
About this role
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.We are inviting applications for the role of SM, Operation Manager
Responsibilities
In this role, you will be responsible to perform the following:
- Team leadership, management and mentoring of the Delivery teams.
- Management of the Service Delivery function through clearly defined, and agreed, SLAs and KPIs for all services.
- Experience in creating and implementing KPIs/SLAs including maintaining work to enhance client experience. Track major/recurring problems and hold teams to account for performance of their services. Create and maintain detailed reporting on IT and Product Support tickets, SLAs and KPIs.
- Define, develop and communicate the Service Delivery operations processes and procedures.
- Provide sound consulting services and recommendations based on customer and client needs, current information and trends and act as the point of escalation for client satisfaction issues.
- Team Leader - Must have a hands on experience managing a team of 10-12 technical resources in a tech support environment
- Enable and champion a Delivery Operations culture, promote on-going service improvements to improve quality and customer satisfaction.
- Familiarity with client specific concepts like understanding of SLAs, SOW process etc.
- Familiarity with ITIL Application Support (specifically Service Life Cycle). Experience quantifying and analyzing Service Now tickets or other ITSM tools
Minimum Qualifications
- Vast experience in managing technical support operations at a multi-national company.
- Experience in leading a global operations support group and experience providing remote support with world-class customer service and interaction skills
- Leadership and strategy management experience across technical spectrum and multiple geographical locations
- Strong business acumen and working knowledge of Quality, HR, Financial, trainings and processes
- Able to adapt and manage shifting organizational structures and matrix reporting with focus on driving support services
- Excellent problem-solving skills on technologically complex issues
- A strong ability to coordinate with teams coming from various backgrounds all over the world: Client Services, Development, engineers, IT and product/production support teams etc.,
- Strong problem solving and negotiation skills in a client-facing environment.
- Strong presentation and communication skills.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
Job
Senior Manager
Primary Location
India-Gurugram
Schedule
Full-time
Education Level
Bachelor's / Graduation / Equivalent
Job Posting
Jun 14, 2024, 12:15:43 PM
Unposting Date
Jul 14, 2024, 6:29:00 PM
Master Skills List
Operations
Job Category
Full Time