Assistant Vice President
2 weeks ago
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, Global Quality, Training, and Policy Lead
In this role, you’ll be responsible for providing the leadership and strategic direction on all Quality matters to the Regional Operations group and the Company as a whole. The role will include collaboration with the company key partners to define the quality requirements both internally and externally. You will be a crucial subject matter authority in global Quality Assurance requirements, laws, regulations, and guidelines
Responsibilities
Ø Customer Relationship Management: Drive / Lead conversations with customer by actively engaging in dialogue and taking charge of the discussion.
·Offer strategic solutions that aim to implement and promote the first-time right methodology.
·Act as a catalyst in the conversation, encouraging the customer to adopt and implement the necessary change
·Continuously monitor and evaluate the effectiveness of the strategies implemented, making adjustments as needed to optimize results.
·Foster a collaborative and supportive environment that encourages open communication and a shared commitment
·Foster strong relationships with clients, serving as a trusted advisor and working closely with them to understand their evolving needs and refine the solutions accordingly.
Ø Collaboration with Teams :
·Work closely with the Ops Excellence team to leverage the power of artificial intelligence technology and integrate it into our operations.
·Responsible for defining Quality, Training & Policy Management Blueprint as the expert in in collaboration with other teams.
·Responsible for defining, implementing, and governing organizational structure, roles & responsibilities blueprint for quality, training, and policy in collaboration with the Global Ops team.
·Responsible for defining and implementing internal KPIs and reporting standards for QTP team in collaboration with reporting team.
Ø Partner with the T & S service: line to collaborate on defining strategic best in class QTP blueprint
·Gain a deep understanding of the client's needs and requirements, ensuring a comprehensive understanding of their expectations and desired outcomes.
· Effectively communicate and translate the client's changes and requirements to develop a tailored solution within the Genpact environment
Ø Deals & Pursuits: actively contribute to the creation of solutions that are centred around Quality and Training, based on market best practices.
· Utilize expertise in quality management and training methodologies to develop innovative solutions that align with market trends and industry standards.
·Work closely with the Sales and Business Development teams to articulate the value proposition of the Quality and Training solutions to potential clients.
·Collaborate with subject matter experts and thought leaders within the organization to leverage their expertise and insights in developing the solutions.
Ø BAU activities: Ensuring the right level of engagement and alignment between the Global and Regional teams; In-rhythm with the Global operational standards, i.e., communication, implementation of actions & performance achievement(s) across the Global account.
·Provide support, guidance and best practice sharing with a focus on Quality, policy & training solutions for the Global Site Strategy in collaboration with the key stakeholders form the Global and Regional organization
·Provide input/best practice sharing to support Training Curriculum Development (Supplemental content); Training Preparation and Planning; New Hire Training (Customer Facing Roles); Ongoing Training and Verification (Customer Facing Roles); Performance and Outlier Management (including aligned incentive programs); Action Planning (PTG, Bridge plan); Client change requests
Additional task can be assigned at any time, based on the growing business requirements
Qualifications we seek in you
Minimum Qualifications
·Bachelor’s Degree or equivalent education
Professional degrees/certifications related to Talent Development/Management preferred
Preferred Qualifications/ Skills
Technical Skills: (knowledge, experiences, IT tools/software, languages)
·Minimum of years of relevant work experience as Quality Manager / Process Manager/Project manager or similar role in BPO (customer service or support with focus on customer satisfaction measure results)
·Minimum years of experience in Trust & Safety domain
·Proven superior verbal and written communication skills (including business / professional writing) in English and preferably at least one other language, ability to communicate adequately on all management levels.
·Knowledge of service management and project delivery methodologies; COPC, Six Sigma, DMAIC preferred – at least Six sigma green belt certified.
·Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote), high IT affinity
Soft Skills:
·Outstanding leadership and management skills, with experience of managing support teams
·Self-confident and assertive professional manner and poise; strong organizational, time management and prioritization skills
·Structured and self-reliant way of working
·High focus on customer satisfaction
·Analytical thinking; quick learner; hands-on mentality; strategic and tactical thinker with the ability to identify improvement opportunities to maximize ROI
·Determination and ability to get things done; ability to work under pressure, collaborate across multiple regions, hands-on mentality, and solution-oriented approach
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