Senior Manager for Operations preferably with Technical Helpdesk exp - BGC

Genpact Services LLC; Taguig; On-site; PHP 4,060,000 - 5,221,000; Full time

Job summary

A global professional services firm is seeking a Senior Manager for their Trust and Safety Service Line. The role involves developing presentations, scouting opportunities, and conducting market research. Candidates should have a graduate degree and relevant BPO/KPO experience, along with strong analytical and communication skills. This position is based in Taguig, Philippines.

Qualifications

• Relevant experience in a BPO/KPO with managing projects and client processes.
• LEAN/Six Sigma trained, tested and certified is preferred.
• Ability to work independently and lead calls with clients or other business functions.

Responsibilities

• Develop presentations showcasing Trust and Safety offerings.
• Scout for potential opportunities within cross-functional teams.
• Conduct market research to identify new opportunities.
• Create various process-level documentation including SOPs and Framework documents.

Skills

Analytical skills

Communication skills

Interpersonal skills

Management skills

MS-Office skills (Advanced Excel)

Understanding of Sales/Pre-sales cycle

Education

Any graduate/Post Graduate degree

Job description

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 Senior Manager, Trust, and Safety Service Line.

Responsibilities

• Play a key role in developing presentations showcasing our capability in Trust and Safety offerings with reference to:
  • Market profile: size, competitors, stage of growth
  • Customer segments: groups of prospects with similar wants & needs
  • Competitive analysis: strengths, weaknesses, opportunities, and threats in the landscape
  • Value proposition: the type of value we will deliver to the market
  • Positioning strategy: the positioning of the offerings to focus on opportunities in the market
  • Key Industry connects and roadmaps
• Scout for potential opportunities within several cross-functional teams (sales and marketing) to generate more growth in the existing client managed services and build a strong brand presence portraying the value propositions
• Incubate new ideas and proof of concept solution to create differentiation and drive adoption of services
• Conduct extensively market research, insights, and intelligence in an innovative and dynamic and provide inputs for potential opportunities
• Innovate with ideas on knowledge building, capability building, Asset/ collateral creation, management, and retention of the service line assets/ data
• Creation and building of various process level documentation, SOPs, Case Studies, Framework documents, question banks, FAQs
• Craft content policies, capability decks for a global community on platforms with a focus on global markets
• Articulate, interpret, and implement content policies externally and internally
• Support and drive internal short-term Trust and safety projects

Qualifications we seek in you

Minimum qualifications

• Any graduate/Post Graduate degree or equivalent with an excellent academic record
• Relevant experience in a BPO/KPO
• Relevant years of professional work experience managing projects and client processes

Preferred qualifications

• Excellent Analytical & Communication skills
• Ability to work & communicate with people across organizational unit
• Excellent interpersonal & Management skill
• LEAN/Six Sigma – Trained, Tested and Certified (preferred)
• Leading calls with Clients/ other business functions Independently
• High MS-Office skill (Advance Excel) – preferred
• Good Understanding of Sales/ Pre-sales cycle
• Openness in accepting challenges and changes should be a quick learner
• Flexible and open to work across schedules
• Demonstrated ability to meet/improve deadlines and manage multiple priorities

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, religion or belief, 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 respect and integrity, customer focus, and innovation.

Please 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.