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Source to Pay Operations Leader – Senior Manager - English

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us. 

Inviting applications for the role of Source to Pay Operations Leader – Senior Manager - English

Responsibilities 

•    Handle a team of up to 50 people with direct supervision over Team leaders, servicing multiple clients, products, regions. 
•    Achieving critical metrics / SLAs contractually agreed with the customer, continuously improving on 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;  
•    Ensure the teams have all operational resources, for example but not limited to IT, Facility, Training, etc.;  
•    Create reporting both for client and Genpact management for Operations review; identify recurrent problems/issues in Operations and resolve;  
Client:  
•    Showcase and practice excellent client handling skills to ensure successful NPS scores and customer happiness; Customer concern 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 – Ensuring Retention metrics are met and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR standard methodologies and initiatives;  
•    Being part of people initiatives organized by HR team and owning delivering on the same;  
•    Monthly, Quarterly and Yearly Individual Performance discussions and appraisal;  
•    Creating development action plans, coaching and mentoring team members, developing talent, organizing career path meetings with team members;  
•    Conflict Management and resolving issues not only within team, but also inter-team and cross functional;  
•    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.;  
•    Ensuring Learning Path for all team members is completed within deadlines;  
•    Keeping the team motivated and focused, closely supervising the service delivery operations to ensure compliance with critical metrics and contractual SLAs, interacting with and handling customers & key partners on a day to day basis and undertaking regular process improvement measures based on customer feedback and data analytics;  
Profitability:  
•    Input and maintain data in all HR and Finance related tools to ensure right billing;  
•    Drive productivity improvements within operations; Farm new opportunities for revenue enhancement or cost reduction; 
 
 
Qualifications 

•    Desirable to have relevant work experience in team handling for projects in Business Process Outsourcing/Call Center/Shared Services industry or similar domain industry;  
•    University graduate 
•    People Management – Coaching and Mentoring skills; proven experience in leading teams of or above 20 people;  
•    Project Leadership skills (time and budget control);  
•    Relevant proven experience for the position applied, eg.: IT, F&A, Procurement, SCM, Call Center, etc;  
•    Shown ability to strategize, influence, communicate and execute sophisticated initiatives;  
•    Ability to be responsible for the Quality expectations of the customer and assist the Operations team to deliver them;  
•    Communication and presentation skills;  
•    Change Leadership skills; 
 

What can we offer?
•    Attractive salary;  
•    Stable job offers - employment contract  
•    Work in a multicultural and diverse environment with employees from over 30 countries   
•    Genpact professional trainings and great career development opportunities  
•    Friendly work environment (Best Office Award 2015)  
•    Free access to our award-winning learning platform   
•    Benefits such as gym, cafeteria, hairdresser and a medical center, all conveniently located on the office campus

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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Job: Senior Manager

Job ID: HMS014638

Primary Location: Hungary - Budapest

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Feb 9, 2022

Master Skills List: Operations

Job Category: Full Time