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Manager - Content Review - Operations - Ops Lead

3 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 Manager, Content Moderation – Ops Manager 
In this role, you will be responsible to demonstrate innovation and intuition in identifying areas requiring operational adaptation and/or improvement Active user of Internet and online applications.
Responsibilities
• Respond to customer inquiries and problem escalations.
• Proactively resolve people issues and ensure that attrition is well below the defined target.
• Leading operations and spearheading processes for excelling business targets for the Business Unit
• Meet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Efficiency per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards, other deliverables as required.
• Driving Continuous Improvement Initiatives
• Develop and implement measurement systems and provide insightful analytics around the metrics.
• Deep technical expertise and data orientation in controllership, Management Information System and Service delivery
• Communicate with the customer on a regular basis to discuss operational issues and CTQ delivery, raise issues & build relationship, understand customer issues proactively, fix to get the delight factor.
• Set goals for the team and communicate goals on a regular basis.
• Coach & mentor people – Motivating team with excellent people touch.
• Efficiency and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma
• Reconciliations of client reports
• Leading calls with clients and other business functions
• Running of projects independently
• Preparation of dashboards and ability to understand current Business processes and suggest improvements Key for details.
• This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/ sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech.
Qualifications we seek in you.
Minimum qualifications
• Any graduate
• Post Graduate degree or equivalent with an excellent academic record.
• Relevant experience in a BPO/KPO
• Should have handled a team of 80 to 100 people.
• Customer Management exposure and good presentation skills is a must.
Preferred qualifications
• Excellent Analytical & Communication skills
• Preferably the candidates prior experience in Internet based accounts and Customer service industry
• Ability to work & communicate with people across organizational unit.
• Excellent interpersonal & Management skill
• LEAN/Six Sigma – Trained, Tested and Certified (preferred)
• Leading calls with Clients/ other business functions Independently
• High MS-Office skill (Advance Excel) – preferred.
• Ability to handle pressure - Timelines and Customer Demands