Customer Support

• Ensures that the process activities are carried-out in accordance with the solution agreed with the customer in the Design and Transition phase;
• Ensures that the performance objectives (KPIs) / process delivery time (SLAs) set under the contract are fulfilled.
• Proposes and implements the solution for new clients, acting as an SME for the process/processes.
• Poposes, sets and implements the best operational practices across the team and ensures the homogenous and comprehensive knowledge among all the team members.
• Designs transformation projects to deliver financial and productivity benefits to customer in accordance with the contractual clauses concluded with the client.
• Acts as a primary point of contact for all the escalations related to the process.
• Ensures that the team members have all the operational resources and necessary equipment (upon completion of LTO)
• Presents the performance indicators in the operational reviews, analyses data & trends in the process, continuously implements process improvement methodologies based on Lean Six Sigma.
• Ensures adherence to Smart Opex Framework, distributes, and publishes results through company’s systems.
• Proposes and discuss with the client transformation initiatives for process improvements (such as Lean, Green Belt etc.)
• Ensures that all team members are aware of the contractual performance indicators (KPIs)/ delivery time (SLAs) and of the level of the expected performance output.
• Conducts team huddles to communicate the information regarding to the process priorities; Coordinates and ensures the creation of the Standard Operating Procedure for the processes managed, updates and validates them before sending them to the customer for sign-off, ensuring that they are accurate, comprehensive, and explained in a logical manner, tailored to the process needs.
• Ensures back-up versions for all team members as per the contractual requirements.
• Successfully finalizing of the training plan related to the role and tasks.
• Providing training and preparing other team members with regards to the daily tasks whenever it is necessary or requested by the manager.
• Periodically updating of the working procedures.
• Developing implementation activities of new systems/applicable tools to the processes in scope. Monitors the team performance on a daily basis and ensures that individual and team objectives are met while complying with the established standards.
• Provides feedback on the performance and the process activity results to team members, identifies areas to improve the knowledge process and plans relevant training sessions to these areas in collaboration with the pathfinder.
• Participates in the selection of team members for different roles by assessing their process experience/ knowledge.
• Keeps a close collaboration with its homologous Pathfinders and Front Runners to be up to date with process and people related issues/initiatives or human resources that may have an impact on the customer. Carries out onboarding/offboarding activities for the team members within the customer’s system.
• Participates to the external governance established with the internal stakeholders related to process.
• Participated to different projects, initiatives within Genpact.

Customer Service Management Trainee, Dutch

Renewals Sales Support Specialist, Belux Market