Job
Description
Inviting applications for the role of Assistant Vice President - Lean Digital Transformation (Customer Service) LDT leader is responsible for leading the business transformation via technology, analytics, and Six Sigma principles for large-scale and global Customer Service (which includes customer support, hardware support, support ops) businesses; work closely with operations leadership, cross-functional teams, and senior leadership at both Genpact and client organizations. He/she is accountable for identifying, coaching and developing talent in LDT (BBs), charter agenda that is aimed at value creation for clients via technology infusion, productivity improvement, and business transformation. A Transformation lead ensures smooth delivery of functional & vertical goals for LDT at global level through resource deployment, collaboration and solving for systemic changes. Responsibilities · Align with Operations Leadership to create and deliver the transformation as well as continuous improvement (CI) agenda. · Partner with delivery teams to identify and deliver AI projects aimed at value creation and monetize them through value-share and/or revenue assurance mechanisms. · Partner with service line experts to build tangible solutions that are aimed at building long-term capability in Customer Service ecosystem. · Thorough transformational & continuous improvement initiatives, deliver committed productivity, successfully incubation of new workflows, and improve quality of operations. · Orchestrate operational excellence, governance, and transformation rigor to optimize short-term improvement and long-term value creation. · Hold self and organization accountable to deliver on Genpact client commitment. · Own agreed and prioritized transformation initiatives by collaborating with cross-functional teams – delivery, service line, digital, analytics, and global LDT leadership. Specific traits and success competencies for this role include: · Growth and results focused on techno-functional leader with strong experience in digital transformation, and process excellence in established organizations. · Intellectual agility and curiosity are needed to bring incisive perspectives and innovative approaches to a discussion. · Proven track record of managing delivery, operations, or teams; seasoned leader who thrives on the challenge to innovate and raise the bar continuously. · Proven abilities in operating with senior leaders, building strong internal networks, and delivering high impact programs in complex-matrixed environments · Decisiveness and comfort in taking risks when working with ambiguity. · Digitally savvy with high levels of consultative selling skills. Qualifications we seek in you! Minimum Qualifications / Skills · Post Graduation from any of top institutes. · Relevant process excellence and digital transformation experience in Customer Service domain. · Previous MBB experience in digital transformation, analytics, solution design, process excellence, or process consulting. · Global exposure with consistent track record in delivery strategic projects- AI/Gen AI, Automation, and data analytics. · Excellent communication and influencing skills. Communicate with senior leaders effectively to drive resolution & decisions. · Demonstrated competency in strategic thinking & leadership with strong abilities in relationship management, flexibility/ adaptability, and accountability to targeted business outcome. · Qualifications & demonstrated experience for leading ‘Lean’ projects or application of 6-Sigma methodologies with quantifiable efficiency and quality improvements. Preferred Qualifications/ Skills · Proven track record of driving transformation in large-scale global operations. · Proven track record of driving value for customers through digital transformation in Trust & Safety domain. Show more Show less
