Vice President, Operations

2 weeks ago

Gurugram, 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.

We are inviting applications for the role of Vice President, Operations

The Senior Operations Leader is responsible for the execution of all assigned operations, ensuring all the delivery centers meet customer and organizational needs. This position provides leadership and management to Hi-Tech client's staff and actively gives to operational targets as well as business decisions. And will have a tactical approach to Customer Care, People Management, Quality Management, Workplace Planning, Mentoring, Development and Training.

Responsibilities

· Collaborate with senior management as it relates to business growth, strategy, and operational planning.

· Take a lead and work with digital teams to introduce breakthrough technology solutions (Eg: RPA) into existing operations.

· Lead global operations to achieve/exceed P&L expectations.

· Ability to lead large teams across multiple locations & be able to assimilate & encourage cultural diversity.

· Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps.

· Lead knowledge design, implementation & support for complex domain. Monitor & review solution implementation process in a reciprocal manner.

· Collaborate for new deal process including solutioning, pricing, due diligence, transition, and stabilization.

· Be responsible for the way in implementing new technologies in operations and display executive presence.

· Be a senior partner concern point for resolving customer & internal issues.

· Maintain & grow excellent customer relations – focus on improving NPS.

Qualifications we seek in you

Minimum Qualifications / Skills

· Graduate from reputed University.

· Prior Experience in banking domain / industry

· Ability to engage senior client management on offerings, emerging issues in focus sectors, lead project scope discussions and provide insightful recommendations

· Experience demonstrating Digital and Analytics to drive the service line

· Process transformation experience

· Experience of leading a span of min of 500+

Preferred qualifications / Skills

· Outstanding negotiation, interpersonal, verbal, and written communication skills.

· Measurable experience in leading and growing profitable voice contact center operations and BPO services.

· Subject matter authority contacts center operations in various industries, such as banking, insurance, healthcare, technology, retail etc.

· Demonstrate working knowledge of lean six sigma framework to drive continuous performance improvement.

· Analytical problem-solving skills with an outstanding attention to detail.

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