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Job Description - Operations Manager – Manager – English – On Site Krakow (HMS056723)

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 – On Site Krakow!

Responsibilities:

1. Relevant experience in leading large teams in the scaled operations environment. Be able to deliver optimum customer satisfaction and ensure that the teams remain engaged and motivated to grow their career with the organization.
2. Assumes responsibility for effectively overseeing Operations functions. Ensures all customer questions and complaints are resolved in a timely manner. Completes research and resolves documentation errors or discrepancies on complex customer problems.
3. Monitors service delivery and ensures excellence in service levels. Ensures deadlines and targets are met. Promotes goodwill and a positive image of the Company.
4. Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures.
5. Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance.
6. Ensures performance metrics are effective and professionally conducted. Representatives are properly trained and customer service standards are at the highest level.
7. Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis.
8. Problem Solving: Should be tactical and be able to solve day to day operations issues and understand Service Delivery metrics.
9. Time Management: Should be able to manage his/her own time well and coach front line managers and agents staff to do the same.
10. Out of box thinking: Use initiative and demonstrate creativity in solving problems for Genpact customers.

Important: Operations teams will function based on the schedule committed with the client (differences may appear at the start and end hour, break length, bank holidays, occasional work-related travelling). This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/sensitive in nature.

Minimum Qualifications:

1. The candidate should be a high performer who craves the challenges of career growth and development, and a natural leader.
2. Should be engaging, influential and motivating, and have outstanding communication skills.
3. The resource should have the ability to draw insights from data and trends, ability to visualize complex data trends in simple and easy to understand ideas.

Preferred Qualifications:

1. Candidates associated with Ads content moderation workflow with a good understanding of the Trust & Safety eco-system will be an added advantage.

What can we offer?

1. Attractive salary;
2. Stable job offers - employment contract;
3. Work in a multicultural and diverse environment with employees from over 30 countries;
4. Free access to our award-winning learning platform;
5. Benefits such as Private Medical Package, Meal Vouchers or Access to wellness programs.

As an Equal Opportunity Employer – we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose, a photograph to your CV as part of the application process.

Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at and on X, Facebook, LinkedIn, and YouTube.

Kraków - Oferty pracy w okolicznych lokalizacjach