Senior Operations Manager Digital Implementation

hace 1 semana


Madrid, Madrid, España Genpact A tiempo completo

Job Overview

Genpact is a global professional services and solutions firm delivering outcomes that shape the future. Our team is driven by our 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. In this position, you will oversee the successful implementation and integration of new digital tools or software within an organization. This requires a strong understanding of technology and project management skills.

Main Responsibilities

Process:
• 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.

Client:
• Showcase 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.
• Ensure client response time is within acceptable limits set with the client and deadlines are met with accuracy.

People:
• People management – Ensure retention metrics are met and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR best practices and initiatives.
• Be part of people initiatives organized by HR team and own delivering on the same.
• Monthly, Quarterly and Yearly Individual Performance discussions and appraisal.
• Develop development action plans, coaching and mentoring team members, developing talent, organizing career path meetings with team members.
• Own and facilitate 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.

Qualifications:
• Relevant experience in team management.
• Relevant team management experience – over 40 people.
• Previous experience in a BPO/Shared Services environment (represents an advantage).
• Project Management skills with skills on time and budget control.
• Relevant industry experience for the position applied.

What We Offer

We offer attractive salary, stable job offers, and a diverse work environment. We support professional trainings and career development opportunities. We also provide benefits such as meal tickets, medical services, insurance, and additional vacation days.

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.

We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, please visit our website.



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