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.Inviting applications for the role of Assistant Vice President, Operations!!In this role, you will be responsible for managing operations for one of our Hitech service line clients. You will function as a Service Delivery Leader for operations and liaise with service lines and delivery to ensure proper solution design, cost and fitment to the portfolio as well as to the operation strategy.You will work with Operating leaders and Clients to develop a winning strategy, develop it with the service line, then present for internal approval and customer acceptance.Your role will function as an overlay of existing technical and domain experts and bring value through disciplined operational pursuit and solution management skills.You will be expected to be focused on the Hitech industry’s realities and pain points and know how to solve these using analytics and technology.ResponsibilitiesFinancial and Growth: Deliver on Financial goals for the business; find opportunities for Growth & deliver on growth commitments; identify key cost metrics and ensure they are optimized.Anticipate & plan for new business; prepare for infrastructure and other growth-related requirements; plan for resources based on work type and work volume projection and current available head count; and allocate responsibilities. Partner with the BD, Solutioning, Sales team on Commercials, pricing, winning deals.Operations Management: Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team.Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives for process improvement.Client Management: Participate in business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization. Identifying and eliminating root cause barriers to CSAT, productivity, TAT, and quality etc. Should be able to communicate well with the clients and be able to present data post analysis.Team Management: Ability to set the vision, direction, and culture for the team by managing individual and team performance, expectations, and goals. Manage the career growth and development of the Leadership team by driving focus on Genpact’s Leadership Principles.Play a critical role in building management depth by providing guidance.Qualifications we seek in you!Minimum QualificationsAny GraduateExperience in leading large BPO teams of approx. 250 + peoplePrior Customer Management exposure is importantA keen knack towards problem solvingExcellent Communication skillsExperience of managing end to end delivery, client interactions, billing with minimum supervisionPreferred Qualifications/ SkillsTrust & Safety expertise within BIC – Product/ Platform/ Project Management and Policy expertiseAdvertising and Publishing policies expertiseContent Moderation/ Curation of Policies for videos, images, and text across Social Media platformsPolicy building and enforcement operations across multiple products and web domainsGenpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at and on , , , and .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.
