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! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.
Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.
Welcome to the relentless pursuit of better.
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 meets customer and organization needs. This position provides leadership and management to Banking 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 team 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 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 contact 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. 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 Follow us on Twitter, Facebook, LinkedIn, and YouTube.
