Operations Manager - Manager - English – Hybrid Iasi Iași

Operations Manager - Manager - English – Hybrid Iasi
Iaşi
Iași, Județul Iași, Romania

Genpact (NYSE: G) 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.

Inviting applications for the role of Operations Manager - Manager - English – Hybrid Iasi!

In this role, you will be responsible for the overall Operations for a Gaming/Content Moderation process ensuring that the performance and all SLA’s are optimally handled for the business. You will also work with the client team on auditing and quality assurance

Responsibilities

• Develop, implement, and monitor
-
- day operational systems and processes that provide visibility into goals, progress, and challenges for the project

• Ensure Adherence to daily SLA’s

• Leading, developing, and motivating Team Leaders/Front Line Manager’s to encourage agents to deliver
-
- class service across all stages of the customer journey

• Anticipate and plan for new business. Device strategies to ensure the growth of program along with identifying and implementing process improvement that will maximize output and minimize cost

• Developing strong working relationships with key internal and external stakeholders to achieve business objectives

• Review financial information and adjust operational budgets to promote profitability

• Manage Hiring and ensuring that the process always has appropriate levels of skilled resource

• Monitor Quality metrics, provide insights & analysis and offer recommendations to the QA team

• Create weekly/monthly review decks which covers executive summary, Highlights, Lowlights, RCA and effective action plans and present the same to the client and internal leadership

Qualifications we seek in you!

Minimum Qualifications

• Any graduate

• Relevant years of contact center experience including experience as an Operations Manager managing a span of 150+ headcount

• Experience in Content Moderation/Trust and safety operations

• Prior customer management experience

• Proven ability to plan and manage the operational process for maximum efficiency and productivity

• Excellent relationship management and interpersonal skills in order to partner effectively with key Partners and stakeholders, internally and externally

• Logical thinker with outstanding communication and people management skills

• Proficiency in MS Office especially excel and Power
Point

Preferred Qualifications/ Skills

• Six Sigma Green Belt Certified

• Ability to drive change and transformation, project management and implementation of business operations

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 supports professional trainings and great career development opportunities

• Free access to our
- winning learning platform 

• Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts.