Candidatul Ideal
Minimum Qualifications / Skills:
• You have a bachelor's degree.
• Relevant years of prior experience in working in Customer Service.
• You have a good command of MS Office (MS Excel);
• You can organize and prioritize your own work according to process SLAs and customer needs.
• You can communicate in Italian (C1) and English.
Preferred Qualifications/ Skills
• You are characterized by punctuality and accuracy.
• You are proactive in action and take the initiative.
Descrierea jobului
• 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.
Descrierea companiei
We are Genpact
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. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Genpact in Romania
With more than 4,000 employees in our Bucharest, Cluj-Napoca and Iași offices, we take pride in being the largest employer and talent developer in the business services industry. Our service portfolio includes eight domains: Finance and Accounting, Order Management, Procurement and Supply Chain, Sales Operations, IT Services, Customer Services, SOX Compliance and Trust and Safety.
Awards in 2024
Genpact was recognized as the Top Digital Transformation Services Provider at the Romanian Business Services Forum & Awards for its innovative digital solutions that have made a significant impact across various industries. Adding to this achievement, we have also been named “Brand of the Year” in the Business Services sector in Romania at the same industry event.
In the talent landscape, Genpact Romania stands out in the "Top employers to work for in 2024" ranking by Undelucram.ro, achieving an impressive #6 position in the Services industry. Another study conducted by Catalyst Solutions in 2023 has positioned Genpact in the top 100 most desired employers in Romania, where we have secured a #3 rank in the industry.
Genpact was honored with the "Impact in the Community" award at the 2024 PIN Awards Gala in Iași, recognizing our dedication to learning and growth through a series of impactful events. Since November 2023, we have engaged over 350 participants from the vibrant local community through NGO events, local IT community gatherings, workshops for students, and more in our collaboration hub.
A constantly growing company
Genpact is on the lookout for high-potential talent to join our growing teams in Bucharest, Cluj-Napoca and Iasi, or through our work from anywhere model. We offer our workforce a flexible work-life balance and enable them to work from the office, at home, or just about anywhere. Our diverse teams include foreign-language speakers in a variety of roles, such as Accounts Payable, Accounts Receivable, General Ledger, Customer Support, IT Support, Procurement, Order Management, Ad Moderation and Content Moderation.
Why Genpact?
We’re committed to the relentless pursuit of a world that works better for people. Our entrepreneurial, inclusive culture gives our people the freedom and autonomy to experiment fearlessly, seize opportunities, and push boundaries to turn visions into realities by combining deep domain expertise with diverse perspectives. We’re looking for thinkers and do-ers. People with a natural curiosity, a hunger to keep learning and keep growing.
We offer our workforce flexible work-life balance and a work-from-anywhere model. We empower our employees to upskill themselves for their current roles and their future career aspirations with Genome, our industry-leading internal learning platform. We also leverage our talent transformation initiative, Talent Match, to match individual skills and job aspirations with existing and future job opportunities within the company.
Work from the office, home, or just about anywhere
We’ve reimagined and redesigned our business model into a hybrid one that allows our employees to work from anywhere within the geographies we operate in while we make use of our offices as spaces for social interaction and collaboration.
In Bucharest, our office is located in the Hermes Business Park, a mere 300 m from the Pipera subway station. The entire building has been designed to keep our people engaged and efficient, with cozy lounges and social areas spread throughout, including 6 state-of-the-art relaxation rooms, 400 parking places, bicycle parking with showers and a kindergarten.
In Cluj-Napoca, the Genpact office is located in the Riviera Business Center One, and has 4 floors, 4 cafeterias, and 2 relaxation rooms.
In Iași, we are in the heart of the city in the United Business Center 5. Our unique collaboration hub serves as a thriving workspace and meeting point for clients and employees working in remote capacities. This one-of-a-kind hub facilitates networking, workshops and events, fostering an environment of knowledge exchange and innovation.
Interested? Find out more at www.careers.genpact.com.
