Assistant Vice President, Operations

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 industrys realities and pain points and know how to solve these using analytics and technology Responsibilities Financial 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 Genpacts 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 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 For more information visit www genpact com Follow us on Twitter Facebook LinkedIn and YouTube 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