Manager - Customer Care

Job Description

*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. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.Welcome to the relentless pursuit of better.Inviting applications for the role of Operations Training ManagersIn this role, you will support the overall organization s strategy and help the business grow through its training initiatives and develop and handle the performance of the training team. The role will also support special programs which will contribute to improving organizational effectiveness on our journey to Intelligent Operations. A project management expert with experience in driving business outcomes aligned to the companys priorities. Will work with an extended team to provide process, tools, methods and business transformation practices across the organization.This role is a combination of excellent solutioning and problem-solving approaches with excellent customer-facing skills (executive presence, ability to listen and address specific problems, articulate acceptable and reasonable solutions.) Responsibilities Collaborate & work in close coordination with vertical business partners and relevant stakeholders Lead, control & drive project timelines, raise red flags as per milestones and take all actionable to closure in close coordination with stakeholders Be adept at working on high pace projects (regular/ad Hoc) with aggressive timelines & agile methodology Reporting and dashboarding Training KPIs & Co-own the adoption critical metrics for the function Help drive strategic initiatives, programs and key priorities for the region Spearhead training initiatives using contemporary principles and assessment methodology which are aligned with company and customer standards Drive program management and overall accountability for the program execution Drive consistency and Best Practice-sharing of standard Training and Quality practices across domains and LOBs aligned Strengthen knowledge management across LOBs within the vertical Other Training and Quality related deliverables, as assigned Qualifications we seek in you Minimum qualifications/skills Relevant experience in the Insurance domain, business training and project management Experience in handling multiple business partners Experience in leading and implementing innovative projects Analytical bent of mind needed Good Microsoft Excel & PowerPoint making skills Demonstrate problem-solving skills and working under tight timelines; multi-tasking abilities; exception-based management capability Good negotiation, interpersonal, and communication (written and verbal) skills Preferred qualifications/skills Good matrix cross-functional influence skills, teamwork skills, and ability to facilitate change and engage others in the execution of requirements and goals Should have an Agile mindset Relevant operational experience would be an added advantage, with a good sense of on-ground realities & how to optimize processes for rolling out regional programs Proven record of high performance in previous rolesGenpact 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.,

Keyskills :
red flagscustomer focusmicrosoft excelproblem solvingagile methodologybusiness trainingproject managementprogram managementoperations training