Digital Implementation Manager
hace 1 mes
Job Summary
Genpact is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - 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.
We are inviting applications for the role of Operations Manager Digital Implementation, a key position in our organization. As a Senior Operations Manager, you will be responsible for overseeing 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, as well as the ability to lead teams to optimize customer experience for Hi-Tech products for Genpact Clients.
Responsibilities
Collaborate with stakeholders to define project scope, objectives, and requirements.
Coordinate with internal teams, such as IT, operations, and training, to ensure smooth implementation and integration.
Conduct training sessions or workshops to educate employees on using the new digital tools.
Conduct post-implementation reviews to evaluate the effectiveness and impact of the digital tools.
Provide ongoing support and troubleshooting for users of the digital tools.
Achieve KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks.
Analyze data and trends, implementing projects for continuous improvement based on Lean Six Sigma methodologies.
Own 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 teams 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 on the new tools.
Create reporting both for client and Genpact management for Operations review.
Identify recurrent problems/issues in Operations and resolve.
Client Responsibilities
Showcase and practice excellent client handling skills to ensure successful NPS scores and customer satisfaction.
Escalation tracking and resolution for client issues.
Be part of the client organization to drive improvement projects.
Own and hold periodic reviews with clients on Operational performance.
Genpact is an equal opportunities employer and welcomes applications from all qualified candidates.
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