Genpact - AVP - Regional Relationship Manager - S2P Corporate

Taleo id - OTH005501

The Regional Relationship Manager role covers:

- Work onsite as key point of contact with regional client stakeholders serving as the conduit between client retained team and Genpacts offshore operations

- First point of contact for on the ground queries/issues from key stakeholders, issue resolution and root cause analysis

- Help drive adoption of the new service model, ways of working and processes

- Working with retained team to identify savings and productivity opportunities, and interfacing back to the Delivery Centres (and vice versa)

- Process stabilisation and improvement, including driving some of the early process improvement initiatives and identified point projects e.g. tail spend rationalisation, spot buy reduction, buying channel implementation

- Gain "in region" context and translate back to the Delivery Centre teams

- SLA baselining and measurement/reporting

- Drive continuous improvement within operational processes, look for opportunities to improve current cost base

Ability to handle escalations confidently, identify key risks and agree/implement mitigation plans to ensure repeat complaints are eliminated

- Works with the client to understand key requirements and translates them into delivery plans capable of being executed effectively by Genpact to agreed timescales

- Works with client's retained organisation to assist with communication of key process changes to drive progamme adoption within client teams

- To proactively engage into internal Genpact related initiatives with the purpose of increasing knowledge & expertise being delivered to the client on specific commodities or sourcing related activities

- Responsible for monitoring process of savings targets, timely deliveries agreed sourcing projects, Customer Satisfaction with program goals and new opportunities identified

- Support Voice of the Customer satisfaction surveys, taking personal ownership for actions plans that may arise from time to time for the country/region

Additional requirements - Client Values

The Role holder will be required to honor and note the following Client values:

Dependable :

- Standing firm for what is right, delivering on commitments, being resilient and trustworthy

- Taking personal accountability, being decisive, using judgment and common sense, empowering others

- Open to different ideas and cultures :

- Communicating openly, honestly and transparently, welcoming challenge, learning from mistakes

- Listening, treating people fairly, being inclusive, valuing different perspectives

- Connected to customers, communities, regulators and each other

- Building connections, being aware of external issues, collaborating across boundaries

- Caring about individuals and their progress, showing respect, being supportive and responsive