Senior Manager - Intelligent Support Solutions

Gurgaon, Haryana
Permanent
Full-time

33 mins ago

Ready to shape the future of work?At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s , our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to , our breakthrough solutions tackle companies’ most complex challenges.If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on , , , and .Inviting applications for the role of Senior Manager, Intelligent Support SolutionsResponsibilitiesConduct ongoing deep-dive data analysis to identify opportunities and recommend actions for improving KPIs and operational metrics while reducing costs.Support the ISS team with business data and insights and document requirements. Partner with the GSS Analytics Service Owner to develop back-end foundation and capability improvements for report automation.Identify and drive resolution of data quality issues in collaboration with the GSS Analytics Service Owner, Process Owners and IT teams.Perform business process analysis in support of systems changes in GSS systems including Salesforce, SAP, and other Service and Warranty tools.Business Process Documentation and automation opportunity supportEngage with business users and technical project managers to develop and clarify requirements and ensure alignment between business needs and system design.Plan and coordinate UAT activities, including defining test scenarios, securing testers, and managing execution.Assist with change management activities, including coordinating training and communicationDevelop and Maintain Salesforce and SAP ReportsCollaborate with SSI Data Analysts on KPI ReportingCollaborate with Global Contact Center Knowledge Operations and Support Engineers on content improvementQualifications we seek in you!Minimum QualificationsPower BI, Salesforce, SAP reportingData analysis, KPI tracking and performance analysisSelf-service and assistant data insightsData issue identification and resolutionBusiness process analysis for system changesPreferred Qualifications/ SkillsProcess Documentation, and Identifying and supporting automation opportunitiesRequirement gathering and stakeholder alignmentChange management and training coordinationUAT planning and team collaborationWhy join Genpact?Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovationMake an impact – Drive change for global enterprises and solve business challenges that matterAccelerate your career – Get hands-on experience, mentorship, and continuous learning opportunitiesWork with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every dayThrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.Let’s build tomorrow together.Genpact 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 respect and integrity, customer focus, and innovation.
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.

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