Operations Team Lead
3 weeks ago
Genpact is a global professional services and solutions firm dedicated to 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.
We are seeking an experienced Team Manager to lead our FCRM Operations team to its maximum potential. As a key member of our team, you will be responsible for driving team performance, ensuring daily service level metrics are met, and maintaining a high level of accuracy.
Key Responsibilities:
- Actively engage with customers to understand and address improvement areas
- Provide direction and coaching to the operations team for the delivery of goals, promoting a learning culture and building a solid team
- Build customer relationships and drive Continuous Improvement
- Align to customer goals and deliver on commitments consistently
- Foresee risks, be proactive, and predictive while developing mitigation plans
- Build impactful customer relationships; improve Net Promoter Score. Maintain the existing book of business, and drive revenue growth.
Qualifications we seek in you:
- Understanding of AML-KYC, Fraud & Dispute Management, Banking Industry
- Team Handling experience
- Excellent operating skills- People management, Client management, and managing basic hygiene operations
- Ability to prioritize and manage effectively across many competing and concurrent tasks
- Exceptional verbal and written communication and Presentation skills. Should be able to prepare and present independently & confidently to senior leadership within Genpact and Client organization
- Use lean six sigma framework to drive continuous performance improvement
- Implement appropriate mechanisms to identify, understand, and intensify performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps
- Proactively understand Clients' business need and propose appropriate solutions. Manage engagement staffing levels to deliver client expectation
Preferred qualifications:
- Graduate in any field
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