Senior Manager - Operations
Genpact
Muntinlupa City, Philippines
6d ago

Responsibilities

  • Lead a team of leaders in day-to-day functions, including directing, planning, supervising and evaluating the work of assigned staff.
  • Coordinates work flow to achieve the volume expected to meet operational requirements.

  • Plan and lead the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition.
  • Develop staff by assessing Leadership proficiencies and promote training and career planning; coaches employees for career development.
  • Provides input into hiring decisions.

  • Develop relationships and communicates issues of importance within the department and / or business unit.
  • Recognize and recommend operational improvement. Promotes and maintains the accuracy and quality of services, results, and content and direct process improvement projects.
  • Use appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while handling special projects.
  • Perform other duties that maybe assigned from time to time.
  • Qualifications

    Minimum qualifications

  • Proven experience in Business Process Outsourcing management experience; preferably in a Managerial level
  • Experience in healthcare / insurance is highly preferred
  • Must be willing to work in Alabang area and open for any shift 24 / 7 as per business requirement
  • Preferred Skills :

  • Work under pressure and meet campaign KPI’s
  • A pro-active approach to work showing initiative and a positive attitude
  • Proactively set own goals and open to development feedback
  • Client management and facing capabilities
  • Multi-layered leadership skills with the ability to manage large groups of people
  • Excellent verbal / written communication and facilitation skills
  • Great interpersonal skills and experience demonstrating successful customer relationship management
  • Knowledge of contact center operations and customer support
  • Ability to analyze processes, enact change and think operationally and strategically to achieve business goals
  • Establishes, monitors, and manages priorities within the contact center to meet client and corporate goals
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