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Assistant Vice President, Operations

4 months ago

hyderabad, India Genpact Full time

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.

Responsibilities

· Financial: Deliver on Financial goals for the business;

· Growth : 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 Qualifications

·Any Graduate

·Experience in leading large BPO teams of approx. 250 + people

·Prior Customer Management exposure is important

·A keen knack towards problem solving

·Excellent Communication skills

Experience of managing end to end delivery, client interactions, billing with minimum supervision

Preferred Qualifications/ Skills

·Trust & Safety expertise within BIC – Product/ Platform/ Project Management and Policy expertise

·Advertising and Publishing policies expertise

·Content Moderation/ Curation of Policies for videos, images, and text across Social Media platforms

·Policy building and enforcement operations across multiple products and web domains