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Genpact is searching for dynamic, open-minded, mature individuals for a Operations Manager and Senior Manager.

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

Senior Manager
Function: Operations
Alabang, Muntinlupa - Philippines

Responsibilities

This is a full time role and would involve handling various tasks like the following:

Provide support, instruction, and coaching to a team of front-line managers
Manage floor coverage in a large team environment
Actively pursue initiatives that aid team members in achieving individual and team Key Performance Indicators
Work in tandem with the Manager to identify and address performance and developmental opportunities
Establish and maintains effective working relationships with peers and partners in other business units with goal of optimizing client relationships
First point of contact for customer escalated calls. Ability to foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.)
Help develop agents to be self-sufficient by helping them find the answers themselves
Coordinate daily schedule with Supervis006Fr and set daily coaching activities
Listen real time and provide QNI feedback to agents
Share thoughts on team and ideas on how to improve performance of the team, morale, etc.
Identify process improvement opportunities to increase efficiency and effectiveness of team and still maintain an exceptional level of service to the customer. Make recommendations to the Assistant Manager/Manager
Day to Day expectations may change

Minimum Qualifications:

Bachelor’s Degree
Knowledge of all operational processes and policies
Good communication and interpersonal skills
High energy and commitment levels
Proficient in MS Office (Excel, Word, Powerpoint, etc.)
Good analytical skills

Preferred skills/Qualifications:

Customer Service Banking/Financial background
Experience in stakeholder management
2-3 years Senior Manager experience in BPO setup

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 Manager and Senior Manager Hiring

About Genpact PH