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Digital Implementation Manager

hace 2 meses

Madrid, Madrid, España Genpact A tiempo completo

Genpact is a global professional services and solutions firm delivering outcomes that shape the future. With 125,000+ people across 30+ countries, we are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Our purpose is the relentless pursuit of a world that works better for people. We serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

As a Senior Operations Manager Digital Implementation, you will oversee the successful implementation and integration of new digital tools or software within an organization. This role requires a strong understanding of technology and project management skills. You will lead teams to optimize customer experience for Hi-Tech products for Genpact Clients.

The role involves working with Sourcing Procurement Operations and/or Data Management teams of Genpact, interfacing with multiple Genpact clients to drive performance, continuous improvement, and meet customer expectations.

Responsibilities:

  • Collaborating with stakeholders to define project scope, objectives, and requirements
  • Coordinating with internal teams, such as IT, operations, and training, to ensure smooth implementation and integration
  • Conducting training sessions or workshops to educate employees on using the new digital tools
  • Conducting post-implementation reviews to evaluate the effectiveness and impact of the digital tools
  • Providing ongoing support and troubleshooting for users of the digital tools
  • Achieving KPIs/SLAs contractually agreed with the customer, continuously improving 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
  • Utilizing capacity management tools to schedule resources to meet operational demand
  • Ensuring the teams have all operational resources, such as IT, Facility, Training, etc.
  • Owning the creation, update, and maintenance of Standard Operating Procedures and Knowledge Management tools on the new tools
  • Creating reports for both client and Genpact management for Operations review
  • Identifying recurrent problems/issues in Operations and resolving them
  • Client: Showcasing and practicing excellent client handling skills to ensure successful NPS scores and customer satisfaction
  • Tracking and resolving client issues through escalation
  • Being part of the client organization to drive improvement projects
  • Owning and holding periodic reviews with clients on Operational performance
  • Ensuring client response times are within acceptable limits set with the client and deadlines are met with accuracy

At Genpact, we are committed to creating a better world for people. If you are passionate about digital operations and want to make a meaningful impact, join us as a Sr. Operations Manager Digital Implementation.