Urgent Senior Manager

18 hours ago


Gurugram Gurugram, India Genpact Full time

Job Description

Inviting applications for the role of Senior Manager, Intelligent Support Solutions

Responsibilities

- Conduct 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 support

- Engage 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 communication

- Develop and Maintain Salesforce and SAP Reports

- Collaborate with SSI Data Analysts on KPI Reporting

- Collaborate with Global Contact Center Knowledge Operations and Support Engineers on content improvement

Qualifications we seek in you

Minimum Qualifications

- Power BI, Salesforce, SAP reporting

- Data analysis, KPI tracking and performance analysis

- Self-service and assistant data insights

- Data issue identification and resolution

- Business process analysis for system changes

Preferred Qualifications/ Skills

- Process Documentation, and Identifying and supporting automation opportunities

- Requirement gathering and stakeholder alignment

- Change management and training coordination

- UAT planning and team collaboration

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