Senior Manager – English – On site Lisbon

Lisboa
Permanente
Horário completo

Há 15 dias

Ready to shape the future of work?At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and FacebookInviting applications for the role of a Regional Wellness Lead – Senior Manager – English – On site Lisbon!In this role, you will be working as a Senior Operations Manager, will be leading a team of 150+ employees, ~10+ Front Line Managers. Leading teams to optimize customer experience for Hi- Tech products for Genpact Clients. This role will also involve working with content moderation and/or data labeling management team of Genpact interfacing with multiple Genpact clients in driving performance, continuous improvement, and customer expectations. Should be a professional with experience leading scaled operations in the Hi-Tech industry background.Responsibilities

Relevant experience in leading large teams in the scaled operations environment. Be able to deliver optimum customer satisfaction and ensure that the teams remain engaged and motivated to grow their career with the organization.

Assumes responsibility for effectively overseeing Operations functions. Ensures all customer questions and complaints are resolved in a timely manner. Completes research and resolves documentation errors or discrepancies on complex customer problems. Ensures operations further Company strategic plans and are in accordance with established policies and procedures.

Monitors service delivery and ensure excellence in service levels. Ensures deadlines and targets are met. Promotes goodwill and a positive image of the Company

Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement. Oversees the activities of Representatives. Assigns, schedules, and coordinates personnel. Directs daily operations. Identifies, develops, and implements front-line leadership development programs as appropriate. Ensures that representatives are thoroughly trained in all products and services.

Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed. Should be able to coach, mentor and help all his/her direct reports to be motivated and engaged to grow their career with Genpact. Assists in interviewing and assigning new personnel as necessary

Ensures performance metrics are effective and professionally conducted. Representatives are properly trained, and customer service standards are at the highest level. All related records and reports are complete and current. Professional relations exist with customers, vendors, and other external business contacts.

Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis.

Problem Solving: Should be tactical and be able to solve day-to-day operations issues and should be able to understand Service Delivery metrics.

Time Management: Should be able to manage his/her own time well and coach front line managers and agents' staff to do the same.

Out of box thinking: Use initiative and demonstrate creativity in solving problems for Genpact customers

The lead will be leading a team of 150+ employees, and ~10+ Front Line Managers, coach mentor and motivate them and their front-line managers to deliver optimum customer service to the end customer of Genpact.

Important: This job may require working a 24/7 schedule with alternating shifts and periodic exposure to content that may be highly egregious/sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech.QualificationsMinimum qualifications● The candidate should be a high performer who craves the challenges of career growth and development, and a natural leader. Should be engaging, influential and motivating, and have outstanding communication skills.● The resource should have the ability to draw insights from data and trends, the ability to visualize complex data trends in simple and easy to understand ideas and create themes to coach mentor agents.Preferred qualifications● Candidates associated with content moderation and/or data labeling workflows with a good understanding of the Trust & Safety eco-system will be an added advantage.Why join Genpact?· Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation· Make an impact – Drive change for global enterprises and solve business challenges that matter· Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities· Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day· Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.Let’s build tomorrow together.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. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

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