Senior Manager Sales Operations

2 weeks ago

Quezon City, National Capital Region, Philippines Genpact Full time

With a startup spirit and 115,000+ 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 Unmanaged Sales Operations - Manager - English - On site Lisbon

In this role, you will be responsible for Service delivery, People development, Client focused problem solver with strong analytical and continuous improvement attitude.

Responsibilities

Business Process:

  • Achieving KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks
  • Analyzing data and trends, implementing projects/ initiatives for continuous improvement based on Lean Six Sigma methodologies
  • Owning implementation and delivery of Operational Excellence Framework including Visual Management System
  • Utilize capacity management tools to take decisions team scheduling.
  • Ensure the teams have access to all operational resources, for example but not limited to IT, Facility, Training, etc.
  • Own the creation, update and maintenance of Standard Operation Procedures and Knowledge Management tool
  • Direct and Determine reporting both for client and Genpact management for Operations review
  • Identify problems/issues in Operations and develop mechanisms to communicate (both internal and client stakeholders), track and resolve those problems / issues in a timely and structural manner
  • Display client handling skills to ensure successful NPS scores and customer satisfaction
  • Be part of the client organization to drive improvement projects
  • Own and hold periodic reviews with clients on Operational performance
  • Ensure diligence and responsiveness on client ask/ request
  • Drive Compliance initiatives in partnership with HR, IT, Infosec and facilitate process audit. Ensure all risk and vulnerabilities identified

People:

  • People Management – Ensuring People Metrics e.g., Retention, Employee Satisfaction scores, Employee Engagement Indices, Wellbeing etc. are achieved by leveraging process, policies, and practices in partnership with HR
  • Being part of people initiatives organized by HR team and owning delivering on the same
  • Conduct Monthly, Quarterly and Yearly Individual Performance discussions and appraisal for Front Line Managers and ensure they too are conducting the same for their team members on time.
  • Developing Performance Improvement Frameworks which should include, but not limited to, coaching and mentoring guidelines, developing talent roadmap, organizing career path interventions
  • Owning and facilitating team meetings daily/ huddles for better process performance and enhancement
  • Conflict Management and resolving issues not only within team, but also inter-team and cross functional
  • Maintain discipline and positive behavior / environment in the team
  • Ensure 100% accurate and timely inputs for the team they supervise for salary, leaves and incentives and other HR systems like employee health and safety regulations, etc.
  • Partner in the development of employee engagement programs for team members
  • Participating in selection of new team members or hires within Genpact
  • Ensuring Learning Path for all team members is completed within deadlines

Profitability:

  • Input and maintain data in all HR and Finance related tools to ensure right billing
  • Drive productivity improvements within operations
  • Farm new opportunities for revenue enhancement or cost reduction

Preferred Requirements:

  • Team management experience in Operation will be preferred
  • Lean Six Sigma Certification and /or enabling function experience (e.g., WFM, HR, QTP) is a plus
  • Experience identifying and implementing process improvement opportunities within operations to drive business outcomes
  • Experience managing and growing global teams in partnership with internal and client stakeholders
  • Experience working across a global multicultural and multilingual team, tackling problems, and designing business solutions
  • Experience in any process improvement framework or process maturity models in design and execution
  • Experience communicating with, influencing, and presenting to a variety of audiences, including global cross-functional leaders

Minimum qualifications

Relevant years of people management experience, including managing leaders, and a strong desire to develop team members

Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity

Ability to perform well in a highly dynamic, rapidly changing environment.

Creative, outside-the-box thinker and strategist.

Excellent communication and presentation skills.

A team player and collaborator

Proficient level of English min C1

This job will require working in a normal shift, Monday to Friday.

What can we offer?

"Attractive salary;

Stable job offers - employment contract

Work in a multicultural and diverse environment with employees from over 30 countries

Genpact supports language courses, professional training and great career development opportunities

Free access to our award-winning learning platform

Benefits such as Private Medical Package, Meal Vouchers or Access to wellness programs"

Genpact 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. For more information, visit Follow us on Twitter, Facebook, LinkedIn, and YouTube.


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