In this role, you will be responsible for managing operations for one of our Hitech service line client. You will function as a Service Delivery Leader for operations and liaise with service lines and delivery to ensure proper solution design, cost and fitment to the portfolio as well as to the operation strategy. You will work with Operating leaders and Clients to develop a winning strategy, develop it with the service line, then present for internal approval and customer acceptance. Your role will function as an overlay of existing technical and domain experts and bring value through disciplined operational pursuit and solution management skills. You will be expected to be focused on Hitech industry's realities and pain points and know how to solve these using analytics and technology. Responsibilities : - Financial and Growth: Deliver on Financial goals for the business; find opportunities for Growth & deliver on growth commitments; identify key cost metrics and ensure they are optimized. Anticipate & plan for new business; prepare for infrastructure and other growth related requirements; plan for resources based on work type and work volume projection and current available head count; and allocate responsibilities. Partner with the BD, Solutioning, Sales team on Commercials, pricing, winning deals. - Operations Management: Lead workflow, handle customer concerns, proactively engage resources to address issues and effectively delegate workload across the leadership team. Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives for process improvement. - Client Management: Participate in business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization. Identifying and eliminating root cause barriers to CSAT, productivity, TAT and quality etc. Should be able to communicate well with the clients and present data post analysis. - Team Management: Ability to set the vision, direction, and culture for the team by managing individual and team performance, expectations and goals. Manage the career growth and development of the Leadership team by driving focus on Genpact's Leadership Principles. Play a meaningful role in building management depth by providing mentorship. Qualifications we seek in you! Minimum qualifications : - Graduate/PostGraduate with atleast demonstrated ability in leading large BPO teams of approx. 250 + people. - Prior Customer Management exposure is meaningful - A keen knack towards problem solving - New age contact center with the play of digitized businesses with automation and BOT working in the background - players in FinTech scope of world, supporting work in Adwords space, e-commerce businesses etc. - Managing target driven projects - cross sales/sales and outcome based focused approach, Customer experience and NPS - Understanding Small Medium Businesses (SMB) Network, combination of digital and sales, combination of digital, sales & customer service - Preferably from Sales/Customer Experience background - Understands the nuances of e-commerce business - Understanding domain registration, hosting, shared servers & technical criticalities of these products Preferred qualifications : - With Lean Six Sigma exposure

Hyderabad

Genpact - AVP - Customer Service Operations 

Genpact - AVP - Customer Service Operations  ,Job Description for Genpact - AVP - Customer Service Operations  in Genpact in  Hyderabad for (10-20) years of experience. Apply Now!

Job Description for Genpact - AVP - Customer Service Operations  in Genpact in  Hyderabad for (10-20) years of experience. Apply Now!