Source to Pay Senior Manager, English Speaker
Genpact
Source to Pay Senior Manager, English
Genpact
full-time
Posted on:
Origin: • 🇷🇴 Romania
Visit company websiteJob Level
Senior
About the role
- Achieve metric targets contractually agreed with the customer and continuously improve performance
- Analyse data and trends and implement continuous improvement projects using Lean Six Sigma methodologies
- Own implementation and delivery of Operational Excellence Framework including Visual Management System
- Use capacity management tools to schedule resources to meet demand
- Ensure teams have operational resources (IT, facility, training, etc.)
- Create, update and maintain Standard Operating Procedures and Knowledge Management tools
- Create reporting for client and Genpact management for operations review
- Identify recurrent operational issues and resolve them
- Showcase excellent client handling skills and ensure customer satisfaction
- Track and resolve client escalations and participate in client improvement projects
- Hold periodic reviews with clients on operational performance and ensure client response times meet SLAs
- People management: meet retention metrics and employee satisfaction targets; conduct performance discussions and appraisals
- Develop action plans, coach and mentor team members, organize career-path meetings
- Facilitate daily team meetings, manage conflicts, maintain discipline and positive team environment
- Ensure timely and accurate HR inputs (salary, leaves, incentives) and compliance with employee health and safety regulations
- Organize motivational programs, participate in hiring, and ensure learning paths are completed
- Maintain profitability: input and maintain HR and Finance tool data for correct billing, drive productivity improvements, and identify revenue or cost-reduction opportunities
Requirements
- Bachelor's / Graduation / Equivalent
- Experience in team management
- Relevant team management experience – over 40 people
- Previous experience in a BPO/Call Centre/Shared Services environment (advantage)
- Project management skills with time and budget control
- Relevant industry experience in IT, F&A, Customer Service, Procurement, or Insurance
- Ability to interact with diverse customers in a multi-cultural environment
- Strong interpersonal and communication skills
- Strong problem solving skills
- Teamwork mindset and “Can do” attitude
- Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality
- English language proficiency (role title includes "English")
