Gb/ie (1b/c) - s2p-sm

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._

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- The Source to Pay (S2P) Europe organization is in charge to provide professional services to multiple clients in the EMEA region. Scope of service includes procurement operational activities - vendor master management, PR and PO creation, procurement related issue resolution and good receipting - and end to end AP process - invoice processing, query and hold resolution and AP related reconciliation activities-._

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- Responsibilities_

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- _Handle a team of up to 50 people with direct supervision over Team leaders, servicing multiple clients, products, regions._
- _Achieving critical metrics / SLAs contractually agreed with the customer, continuously improving on performance benchmarks;_
- _Analyzing data and trends, implementing projects for continuous improvement based on Lean Six Sigma methodologies;_
- _Owning implementation and delivery of Operational Excellence Framework including Visual Management System;_
- _Ensure the teams have all operational resources, for example but not limited to IT, Facility, Training, etc.;_
- _Create reporting both for client and Genpact management for Operations review; identify recurrent problems/issues in Operations and resolve;_

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- Client:_
- _Showcase and practice excellent client handling skills to ensure successful NPS scores and customer happiness; Customer concern tracking and resolution for client issues_
- _Be part of the client organization to drive improvement projects;_
- _Own and hold periodic reviews with clients on Operational performance;_
- _Ensure client response time is within acceptable limits set with the client and deadlines are met with accuracy;_

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- People:_
- _People management - Ensuring Retention metrics are met and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR standard methodologies and initiatives;_
- _Being part of people initiatives organized by HR team and owning delivering on the same;_
- _Monthly, Quarterly and Yearly Individual Performance discussions and appraisal;_
- _Creating development action plans, coaching and mentoring team members, developing talent, organizing career path meetings with team members;_
- _Conflict Management and resolving issues not only within team, but also inter-team and cross functional;_
- _Own 100% accurate and timely inputs for the team they supervise for salary, leaves and incentives and other HR systems like employee health and safety regulations, etc.;_
- _Ensuring Learning Path for all team members is completed within deadlines;_
- _Keeping the team motivated and focused, closely supervising the service delivery operations to ensure compliance with critical metrics and contractual SLAs, interacting with and handling customers & key partners on a day to day basis and undertaking regular process improvement measures based on customer feedback and data analytics;_
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- Profitability:_
- _Input and maintain data in all HR and Finance related tools to ensure right billing;_
- _Drive productivity improvements within operations; Farm new opportunities for revenue enhancement or cost reduction;_

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- Qualifications we seek in you_
- Minimum Qualifications / Skills_
- _Desirable to have relevant work experience in team handling for projects in Business Process Outsourcing/Call Center/Shared Services industry or similar domain industry;_
- _University graduate_
- _People Management - Coaching and Mentoring skills; proven experience in leading teams of or above 20 people;_
- _Project Leadership skills (time and budget control);_
- _Relevant proven experience for the position applied, eg.: IT, F&A, Procurement, SCM, Call Center, etc;_
- _Shown ability to strategize, influence, communicate and execute sophisticated initiatives;_
- _Ability to be responsible for the Quality expectations of the customer and assist the Operations team to deliver them;_
- Preferred Qualifications/ Skills_
- _Communication and presentation skills;_
- _Change Leadership skills;_

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- What can we offer you?_
- _Attractive salary;_
- _Stable job offers - employment contract_
- _Work in a multicultural and diverse environment with employees from over 30 countries_
- _Genpact professional trainings and great career development opportunities_
- _Friendly work environment (Best Office Award 2015)_
- _Free access to our award-winning learning platform_
- _Benefits such as gym, cafeteria, hairdr