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Detalii loc de munca - Krakow

Descrierea jobului - Polonia

Client is a leader in the globalization of services and technology and a pioneer in managing business processes for companies around the world. The Company combines process expertise, information technology and analytical capabilities with operational insight and experience in diverse industries to provide a wide range of services using its global delivery platform. Client provides a wide range of services, including Finance & Accounting, Collections and Customer Service, Insurance, Supply Chain & Procurement, Analytics, Enterprise Application, IT Infrastructure and Management. Our goal is to help our clients improve the ways in which they do business by continuously improving their business processes through Six Sigma and Lean principles and by the innovative use of technology. As a service provider, we strive to be a seamless extension of our clients' operations. Position: • 2+ yrs of experience in team handling for General Ledger projects in BPO/Call Center/Shared Services industry. • People Management – Coaching and Mentoring skills • Project Management skills with skills on time and budget control, • Communication and presentation skills, • Change Management skills, • Analytical skills with attention to details • Excellent PC skills (MS Products specifically) • Relevant industry experience for the position applied, eg: IT, F&A, Procurement, SCM, Call Center, etc


Requirement: - Role would require leading teams of Process Associates and Sr. Process Associates to ensure best in class shared service support to our global clientele in any one of the domains: IT/F&A/Customer Service/Procurement/Insurance. - It would involve keeping the team energized and focused, closely monitoring the service delivery operations to ensure compliance with key metrics and contractual SLAs, interacting with and managing customers & key stakeholders on a day to day basis and undertaking regular process improvement measures based on customer feedback and data analytics. - Proven ability to strategize, influence, communicate and execute complex initiatives. - Proven ability to manage clients and lead a team towards meeting the agreed SLAs with the client and drive improvement projects to continuously enhance customer satisfaction. - Demonstrated strong analytical, problem solving and project management skills. - Proven team leader – Self-motivated, high-energy levels and works well under strict deadlines. - Ability to manage the Quality expectations of the customer and assist the Operations team to deliver them. - - Input and maintain data in all HR and Finance related tools to ensure right billing - - Drive productivity improvements within operations - - Farm new opportunities for revenue enhancement or cost reduction - - People management – Ensuring Retention metrics are met and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR best practices and initiatives - - Being part of people initiatives organized by HR team and owning delivering on the same. - - Monthly, Quarterly and Yearly Individual Performance discussions and appraisal - - Developing development action plans, coaching and mentoring team members, developing talent, organizing career path meetings with team members - - Owning and facilitating team meetings daily for better process performance and enhancement - - Conflict Management and resolving issues not only within team, but also inter-team and cross functional - - Maintain discipline and positive behavior / environment in the team - - Own 100% accurate and timely inputs for the team they supervise for salary, leaves and incentives and other HR systems like employee health and safety regulations, etc. - - Own organization of motivational programs for team members - - Participating in selection of new team members or hires within Genpact - - Ensuring Learning Path for all team members is completed within deadlines - Achieving KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks - Analyzing data and trends, implementing projects for continuous improvement based on Lean Six Sigma methodologies - Owning implementation and delivery of Operational Excellence Framework including Visual Management System - Utilize capacity management tools to rightly schedule resources to meet demand for operations - Ensure the team’s have all operational resources, for example but not limited to IT, Facility, Training, etc. - Own the creation, update and maintenance of Standard Operation Procedures and Knowledge Management tool - Create reporting both for client and Genpact management for Operations review - Identify recurrent problems/issues in Operations and resolve

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