Team Leader Order Management with Spanish/Italian - based in Cluj-Napoca

- 2+ yrs of experience in team handling for projects in BPO/Call Center/Shared Services industry.
- People Management – Coaching and Mentoring skills
- Project Management skills with skills on time and budget control,
- Communication and presentation skills,
- Change Management skills,
- Analytical skills with attention to details
- Excellent PC skills (MS Products specifically)
- Excellent Spanish/ Italian and English language skills spoken as well as written
- Relevant industry experience for the position applied, eg: Order Management, IT, F&A, Procurement, SCM, Call Center, etc.

Handle a team of 15-20 associates/sr. associates, servicing either multiple clients, products, regions or all
Process:
- Achieving KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks
- Analyzing data and trends, implementing projects 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 rightly schedule resources to meet demand for operations
- Ensure the team’s have 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
- Create reporting both for client and Genpact management for Operations review
- Identify recurrent problems/issues in Operations and resolve
Client:
- Showcase and practice excellent client handling skills to ensure successful NPS scores and customer satisfaction,
- Escalation tracking and resolution for client issues
- Be part of the client organization to drive improvement projects
- Own and hold periodic reviews with clients on Operational performance
- Ensure client response time is within acceptable limits set with the client and deadlines are met with accuracy
People:
- People management – Ensuring Retention metrics are met and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR best practices and initiatives
- Being part of people initiatives organized by HR team and owning delivering on the same.
- Monthly, Quarterly and Yearly Individual Performance discussions and appraisal
- Developing development action plans, coaching and mentoring team members, developing talent, organizing career path meetings with team members
- Owning and facilitating team meetings daily 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
- Own 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.
- Own organization of motivational 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

Career impact with Genpact!


Genpact is a leader in the globalization of services and technology and a pioneer in managing business processes for companies around the world in the areas of Accounting, Customer Relationship Management, Procurement and Supply Chain, Banking, Insurance, Analytics, IT Infrastructure and Software services. We were the pioneers of our industry when we started operations in India as a part of General Electric 12 years ago, and our customers today are Fortune 500 market leaders across banking & financial services, insurance, manufacturing , transportation, healthcare, pharmaceuticals, automotive, consumer goods and retail, media & business services. Genpact is a public company listed on the New York Stock Exchange under the symbol "G".

Genpact has over 36,000 employees around the world, in China, India, Philippines, Mexico, Guatemala, USA, Hungary, Romania, Spain, the Netherlands, Morocco, and South Africa.


We are currently expending our team in Bucharest and therefore we are providing outstanding career opportunities in multiple business areas.

What makes us different is the ability to serve our worldwide clients in their own language: English, French, Italian, Spanish, Hungarian, German, Dutch, Portuguese, Swedish, Polish....you name it.