Manager

• Oversee Source to Pay operations, ensuring performance, client relations, team leadership, and profitability
• Achieve contractual metric targets and continuously improve performance benchmarks
• Analyze data and trends, implement continuous improvement projects using Lean Six Sigma methodologies
• Own implementation and delivery of Operational Excellence Framework including Visual Management System
• Utilize capacity management tools to schedule resources to meet demand
• Ensure operational resources (IT, Facility, Training) are available to teams
• Create, update and maintain Standard Operating Procedures and Knowledge Management tools
• Create reporting for client and Genpact management and identify recurrent operational issues for resolution
• Showcase client handling skills, track and resolve escalations, and hold periodic client performance reviews
• Ensure client response times and deadlines are met
• Manage people: retention, employee satisfaction, performance appraisals, coaching, career development, conflict resolution, discipline, HR/Payroll inputs, health and safety compliance
• Organize motivational programs and participate in hiring
• Drive productivity improvements and maintain HR/Finance data for correct billing
• Identify opportunities for revenue enhancement or cost reduction

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