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 Order Management/Customer Service – Assistant manager – Italian– Hybrid Bucharest

Responsibilities  
• Collaborates internally within the company with members of the same team or of other teams in order to accomplish the allocated tasks; 
• Collaborates outside the company with client representatives, within the power of authority limits allocated by the direct manager 
Activities: 
• 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; 
• Carries out transformation initiatives and projects to deliver financial and productivity benefits to customer in accordance with the contractual clauses concluded with the client; 
• 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 meetings, analyzes 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 Visual Management system; 
• 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 Procedures 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. 
• Successfully finalizing of the training plan related to the role hold 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 people manager
• Participates in the selection of team members for different roles by assessing their process experience/ knowledge; 
• Keeps a close collaboration with its stakeholders, people manager in order to be informed about the process related issues/intiatives or human resources that may have an impact on the customer; 
• Carries out the 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; 
• Participates to different projects, initiatives within Genpact. 
 
Qualifications  
Minimum qualifications  
• University graduate  
• Relevant experience in AR/OM/CS processes  
• Relevant experience in coordinating teams  
• Previous exposure to transformation and efficiency initiatives  
• Project Management skills with skills on time and budget control  
Preferred qualifications  
• Relevant healthcare industry knowledge (represents and advantage)  
 
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 professional trainings and great career development opportunities 
• Free access to our award-winning learning platform  
• Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts 
 
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 www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube. 
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.