With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

Genpact is searching for dynamic, open-minded, mature individuals for a Operations Team Lead/Supervisor, Operations Manager, Workforce Management Training and Call Quality, and Lean Digital Transformation Manager.

Operations Team Leader/Supervisor
Function: Operations
Location: Alabang and Bataan

Responsibilities

This is a full time role and would involve in-charge of various tasks like the following (indicative - but not limited to:)

Handle and resolve critical issues
Provide assistance and mentorship on issues as necessary
Implement departmental policy and procedure changes with associates
Represent the department during company sponsored events or while working offsite
Work with the Business’ clearing firm to resolve service issues, identifying processing gaps and systemic issues. The ability to follow through to resolution on these issues is mandatory
work on processing functions, must be fully cross-trained on all processing functions
Provide objective feedback related to team development and training needs
Provide training to Customer Service teams and communicate department changes
Think independently and offer suggestions and solutions for team improvement
Lead department projects and set priorities
Run day to day workflow and meet department service levels
Written Communications – must be able to detail procedures and develop both internal and external communications.

Other responsibilities include:

Mentoring and career development with processors and specialists
Provide input for hiring, promotions and staff reviews
Facilitate regular 1 on 1 meetings and direct goal development and progress
Monitor and approve vacation and time off requests
Reconcile time card records for non-exempt employees

Qualifications

A Bachelore’s Degree holder in any field
Capacity to handle 17-18 FTE
Strong customer service domain experience and excellent people management skills
Related experience working as a Supervisor/ Team Leader for operations
Experience in Team Management, performance management
Experienced in MS Office applications (Excel, Word, PPT)
Experience in a Customer service

Operations Manager
Function: Operations
Location: Alabang and Bataan

Responsibilities

Leads a team of supervisors in day-to-day functions, including directing, planning, supervising and evaluating the work of assigned staff. Coordinates work flow to achieve the volume encouraged to meet operational requirements.
Plan and lead the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition.
Develops staff by assessing Leadership proficiencies and promote training and career planning; coaches employees for career development. Provides input into hiring decisions.
Monitors performance of the cluster according to established standards. Provides performance feedback on Supervisors and Associates. Prepares fair, accurate and detailed performance reviews. Accountable for meeting business goals. Coordinates with other units to ensure an alignment of processes to minimize revenue loss.
Develops relationships and communicates issues of importance within the department and/or business unit.
Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content and direct process improvement projects.
Uses appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while handling special projects.
Monitors and ensures compliance with department, business unit, and regulatory agency standards and practices.
Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards.
Performs other duties that maybe assigned from time to time.

Qualifications
Minimum qualifications

Proficient in MS Office (Excel, Word, Powerpoint, etc.)
Good analytical skills
Customer Service experience required
College Graduate
Can demonstrate outstanding active listening skills & probing; able to display solution-focused approach & “can-do-attitude” at all times to build customer dedication

Workforce Management (Real Time Analyst/Reports Analyst)
Function: Support
Location: Alabang and Quezon City

Responsibilities

Monitors and manages activities to support service level agreements for Philippines
Monitors real-time agent schedule adherence
Monitors attendance
Develops and maintains scheduling information.
Scheduling, re-scheduling and optimization of meetings, coaching and other activities
Optimizes breaks the day of or day before the actual schedule
Conducts root cause analysis of SLA deviations, action plan development and resolution
Produces and analyzes daily efficiency reports
Publish reports required by stakeholders
Attends centralized or site management meeting, as required
Supports process improvements, Lean/Six Sigma projects
Other assigned tasks as required by the business

Qualifications we seek in you!

Minimum qualifications

College Graduate
Relevant experience required in Workforce Management
Excellent comm. skills – Verbal & Written
Good Excel/Presentation skills
Eye for detail and quick response time

Preferred qualifications

Relevant experience required in Business Analyst
Good people connect with outstanding PR skills
Ability to drive compliance & process adherence

Call Quality Analyst
Function: Process Developer
Location: Alabang and Quezon City

Job responsibilities:

Listen to and observe calls made by call center agents
Evaluate and score said calls on a pre-approved sheet
Provide timely feedback two relevant stakeholders so that they can share feedback to provide adequate coaching to the agents
Consistently meet or exceed deadlines and objectives
Appropriately manage time and shows correct usage of diamond system
Participate in cold calibration with various partners
Complete daily weekly monthly tasks
Ensure that all reporting is completed and published on time

Qualifications:

Strong written and verbal communication skills to effectively provide feedback
Strong interpersonal skills
Strong customer service and professional skills
Flexible to work in a shift required by business
Will have two rounds of interview, one face to face and one simulation activity
QA score for last three months more than or equal to 80%
Preferably with background / Customer service Voice

Lean Digital Transformation Manager
Function: Support
Location: Alabang, Muntinlupa

Responsibilities

Interact with Clients for understanding Key business Priorities and Opportunity identification. Needs Excellent Client Communication Skills
Direct the identification of gaps and Transformation improvements in the various processes
Develop and Execute Key Process Excellence, Automation & Digital Transformational Project Roadmaps for the aligned businesses to deliver contractual/non contractual productivity, customer experience and other P&L impacts, as agreed with the business
Lead Black Belt Level – High Impact Projects – Lean Six Sigma, Automation, Transformation
Coach & mentor Green Belt & Lean Projects – Process Standardization, Metric Movement, Automation, Transformation Projects
Provide innovative leadership driving quality performance, automation projects
Ensure the use of problem solving and root cause analysis where necessary
Lead Value stream Mapping and Problem Solving & Ideation Workouts with the aligned businesses
Monitor & audit the deployed processes for effectiveness & efficiency
Responsible for leading Process & Digital Ideation events and setting up Visual Management of dashboards & metrics
Responsible for generating business impact for the clients using the CI methodologies and frameworks
Be the cultural change agent, Drive robust governance with stakeholders & Risk Assessments
Collaborate with various departments, offshore/onshore support personnel, and vendors to meet business needs
Ability to demonstrate outstanding interpersonal and communication skills with the ability to communicate across various levels of associates within a highly matrixed organization
Validated ability to work efficiently in a team setting as well as independently

Qualifications we seek in you!

Minimum qualifications

Excellent Project Management experience – Designing and driving small to large scale improvement & transformation projects
Excellent Problem Solving & Analytical bent of mindset
Lean & Green Belt Trained, Tested, Certified
Good knowledge on Automation + Robotics + Other digital technologies
Technology/ Digital / Automation awareness - Ability to come up with creative solutions to address customer needs
Ability to engage effectively with Senior Leadership, Customers and people from all levels of the organization – good Communication Skills
Ability to work independently with a sense of urgency
Critical thinking & accountability
Good Leadership, consultative & partnering skills required
Openness to new ideas and diverse cultures
Relevant experience in the design, implementation, and administration of Digital transformation projects

Preferred Qualifications/Skills

Domain SME Preferred – Contact Centre Operations – Good Customer Service / Collections Operations background would be an advantage

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Operations Team Leader/SupervisorFunction: OperationsLocation: Alabang and Bataan

Operations ManagerFunction: OperationsLocation: Alabang and Bataan

Workforce Management (Real Time Analyst/Reports Analyst)Function: SupportLocation: Alabang and Quezon City

Call Quality AnalystFunction: Process DeveloperLocation: Alabang and Quezon City

Lean Digital Transformation ManagerFunction: SupportLocation: Alabang, Muntinlupa

Operations Team Leader/Supervisor
Function: Operations
Location: Alabang and Bataan

Operations Manager
Function: Operations
Location: Alabang and Bataan

Workforce Management (Real Time Analyst/Reports Analyst)
Function: Support
Location: Alabang and Quezon City

Call Quality Analyst
Function: Process Developer
Location: Alabang and Quezon City

Lean Digital Transformation Manager
Function: Support
Location: Alabang, Muntinlupa

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