Manager- Lean Digital Transformation Customer Service
Data Science Analytics & Machine Learning
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Job Description
- As a Manager, Lean Digital Transformation - Customer Service at Genpact, you will be responsible for managing and executing a roadmap of High Impact Projects that focus on solving business problems and opportunities related to large scale Customer Service processes for software and hardware products. You will utilize methodologies such as Lean, Six Sigma, Business process re-engineering, and Digital/ Analytics solutions to drive transformation projects effectively for clients, including the Fortune Global 500 companies.
Your role will involve leading digital led transformation projects by deploying technologies like Robotics, Machine Learning, and Intelligent automations to deliver favorable business outcomes for customers. You will collaborate with cross-functional global teams to ensure the successful delivery of key projects, emphasizing the use of digital technologies to enhance customer satisfaction and operational efficiency.
Key responsibilities include creating a roadmap for driving lean digital transformation, leading digital transformation projects, program management involving cross-functional teams, implementing business process management systems, driving Lean Digital Transformation DNA, and coaching and mentoring project owners and team members in Lean projects. You will also establish a governance framework and drive continuous improvement conversations with clients and internal stakeholders.
To excel in this role, you are expected to have a Post Graduation/MBA degree, Certified Black Belt, Certified Project Manager, and strong program management skills. Additionally, you should possess strong influencing skills, quantitative and problem-solving abilities, and the capacity to challenge the status quo with out-of-the-box thinking. Preferred qualifications include working experience in Predictive Analytics, Machine Learning, people leadership skills, executive presence, and effective communication abilities.
This position requires you to be open to traveling to multiple client locations, work effectively in diverse teams, and collaborate with various internal and external stakeholders to drive project success. A Black Belt Certification is mandatory, and additional certifications in Project Management and RPA would be advantageous for this role.
If you are someone with a passion for lean digital transformation, process improvement, and driving impactful change in customer service operations, this role at Genpact offers you the opportunity to lead transformational projects, work in a cross-functional environment, and make a lasting impact on clients" business outcomes.,
Skills
OperationsService OperationsCustomer SatisfactionCustomer Service OperationsCustomer ServiceOperational EfficiencyDeliveryLeanPeople LeadershipDigital TransformationProject ManagementSix SigmaCommunication SkillsIntelligent AutomationsRoboticsCustomer ServiceBusiness Process ReengineeringPredictive AnalyticsMachine LearningProgram ManagementAdvanced TechnologiesAnalyticsIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
About Company
Genpact was founded in 1997 as a unit of General Electric. The company was founded as GE Capital International Services (GECIS) in New Delhi. Starting with 20 employees under the leadership of CEO Pramod Bhasin, its charter was to provide business process outsourcing solutions to GE's businesses. In the beginning, GECIS created processes for outsourcing back-office activities for GE Capital such as processing car loans and credit card transactions. It was an experimental concept at the time and the beginning of the Business-Process-Outsourcing (BPO) industry.
One year after its launch, GECIS employed about 800 people and generated revenues of US$4 million. By 2001, GECIS operations had grown to 12,000 employees and the company began to manage a wide range of processes across GE's financial services and manufacturing businesses. Jack Welsh, CEO of GE at the time, said that GECIS was a key driver of GE’s growth between 1998 and 2001, and was responsible for reducing operating costs by approximately US$1 billion.
In 2003, GE reduced its stake in GECIS to 40% and sold the remainder to two American private equity firms. At the time of the sale, GECIS employed around 13,000 people in India and 4,000 people in the US, China, Hungary and Mexico, providing a range of solutions in areas such as finance and accounting, insurance claim processing, IT management and technical support.
By 2004, GECIS oversaw around 700 business processes for GE that had migrated from the US to India, generating revenues of US$426 million.
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