Assistant Vice President, Global Quality, Training, and Policy Lead

Ready to shape the future of work

At Genpact, we don&rsquot just adapt to change&mdashwe drive it. AI and digital innovation are redefining industries, and we&rsquore leading the charge. Genpact&rsquos , our industry-first accelerator, is an example of how we&rsquore scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to , our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that&rsquos shaping the future, this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atand on,,, and.

Inviting applications for the role of Assistant Vice President, Global Quality, Training, and Policy Lead!

In this role, candidate will be responsible to providethe leadership and strategic direction on all Quality matters to the Regional Operations group and the Company as a whole. The role will include collaboration with the company key partners to define the quality requirements both internally and externally. You will be a crucial subject matter authority in global Quality Assurance requirements, laws, regulations and guidelines

Responsibilities

Customer Relationship Management: Drive / Lead conversations with customer by actively engaging in dialogue and taking charge of the discussion.

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  Offer strategic solutions that aim to implement and promote the first-time right methodology.

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  Act as a catalyst in the conversation, encouraging the customer to adopt and implement the necessary change

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  Continuously monitor and evaluate the effectiveness of the strategies implemented, making adjustments as needed to optimize results.

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  Foster a collaborative and supportive environment that encourages open communication and a shared commitment

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  Foster strong relationships with clients, serving as a trusted advisor and working closely with them to understand their evolving needs and refine the solutions accordingly.

Collaboration with Teams:

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  Work closely with the Ops Excellence team to leverage the power of artificial intelligence technology and integrate it into our operations.

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  Responsible for defining Quality, Training & Policy Management Blueprint as the expert in in collaboration with other teams.

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  Responsible for defining, implementing, and governing organizational structure, roles & responsibilities blueprint for quality, training, and policy in collaboration with the Global Ops team.

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  Responsible for defining and implementing internal KPIs and reporting standards for QTP team in collaboration with reporting team.

Partner with the T & S service: line to collaborate on defining strategic best in class QTP blueprint

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  Gain a deep understanding of the client%27s needs and requirements, ensuring a comprehensive understanding of their expectations and desired outcomes.

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  Effectively communicate and translate the client%27s changes and requirements to develop a tailored solution within the Genpact environment

Deals & Pursuits: actively contribute to the creation of solutions that are centred around Quality and Training, based on market best practices.

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  Utilize expertise in quality management and training methodologies to develop innovative solutions that align with market trends and industry standards.

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  Work closely with the Sales and Business Development teams to articulate the value proposition of the Quality and Training solutions to potential clients.

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  Collaborate with subject matter experts and thought leaders within the organization to leverage their expertise and insights in developing the solutions.

BAU activities:

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  Ensuring the right level of engagement and alignment between the Global and Regional teams In-rhythm with theGlobal operational standards, i.e., communication, implementation of actions & performance achievement(s) across the Global account.

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  Provide support, guidance and best practice sharing with a focus on Quality, policy & training solutions for theGlobal Site Strategy in collaboration with the key stakeholders form the Global and Regional organization

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  Provide input/best practice sharing to support Training Curriculum Development (Supplemental content) Training Preparation and PlanningNew Hire Training (Customer Facing Roles) Ongoing Training and Verification (CustomerFacing Roles) Performance and Outlier Management (including aligned incentive programs) Action Planning (PTG, Bridge plan) Client change requests

Additional task can be assigned at any time, based on the growing business requirements

Qualifications we seek in you!

Minimum Qualifications

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  Bachelor&rsquos Degree or equivalent education

Professional degrees/certifications related to Talent Development/Management preferred

Preferred Qualifications/ Skills

Technical Skills: (knowledge, experiences, IT tools/software, languages)

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  Relevant work experience as Quality Manager / Process Manager/Project manager or similar role in BPO (customer service or support with focus on customer satisfaction measure results)

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  Relevant years of experience in Trust & Safety domain

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  Proven superior verbal and written communication skills (including business / professional writing) in English and preferably at least one other language, ability to communicate adequately on all management levels.

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  Knowledge of service management and project delivery methodologies COPC, Six Sigma, DMAIC preferred - at least Six sigma green belt certified.

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  Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote), high IT affinity

Soft Skills:

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  Outstanding leadership and management skills, with experience of managing support teams

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  Self-confident and assertive professional manner and poise strong organizational, time management and prioritization skills

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  Structured and self-reliant way of working

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  High focus on customer satisfaction

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  Analytical thinking quick learner hands-on mentality strategic and tactical thinker with the ability to identify improvement opportunities to maximize ROI

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  Determination and ability to get things done ability to work under pressure, collaborate across multiple regions, hands-on mentality and solution-oriented approach

Why join Genpact

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  Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation

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  Make an impact - Drive change for global enterprises and solve business challenges that matter

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  Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities

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  Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day

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  Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let&rsquos build tomorrow together.