2 Data Orientation Jobs

Job Description: Complete and thorough understanding of B-2-B Collections work modalities and requirement Understanding of all Collections KPIs & SLAs performance reports and tools and should be able to implement the same. (Both Collections and Dispute Management) Excellent Verbal and Written Communications skills Lead weekly/monthly/Quarterly performance reviews with the client. Coaching & feedback of the Tower Leads/ team leaders in terms of their team performance, people management, attrition, quality & complaints Managing the project to deliver SLAs & KPIs, floor walks, daily tracking and monitoring of performance against targets, encouraging an environment which best promotes TCS's cultural values and behaviors, ensuring the team to have the appropriate training, skills, and knowledge to be able to provide best customer services on every occasion, and are motivated to deliver against challenging standards of service levels. Managing client Relationship by creating win-win scenarios and add value through process improvement or cost savings. Ability to manage internal and external/client escalations and resolution handling. Good Working knowledge of upstream functions like sales, order management, master data management, credit management, billing, and downstream functions like - cash apps, deductions, dispute management etc. Potential risks identification and management. Awareness of failure points within operations and ability to plug-in effective mitigations timely. Meet the operational, functional, and business objectives required by the contract and provide a profitable interaction. Build enough backup capability within the team to manage training, attrition, and expansion needs. Resource Specification: 100% WFO (work from office) Willing to work in night and rotational shifts. Prior experience of managing a team in International B2B Collections process with a span of 100+ Excellent communication skills in English (Written & verbal) Excellent interpersonal and client relationship skills Must possess functional and strategic knowledge of domain to manage and add value to the metrices. Data orientation, Analytical ability & Presentation skills with good knowledge of MS Office tools like Excel/PowerPoint Knowledge/Experience: 8-10 years of overall work experience At least 5 years of leading a B2B Collections/OTC tower and experience of managing multiple teams. Must Have Skills: Leadership Experience (8-10 years), Client Relationship Management, Excellent knowledge of end-to-end B2B Collections (Upstream & Downstream) Good To Have Skills: Industry Knowledge, Technical Skills (CRM systems, Collection ERPs, Tools etc.) Project Management, Transformation Management

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 / Manager, Customer Service Responsibilities . Respond to customer inquiries and problem escalations. . Proactively resolve people issues and ensure that attrition is well below the defined target. . Leading operations and spearheading processes for excelling business targets for the Business Unit. . Meet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Efficiency per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards, other deliverables as required. . Driving Continuous Improvement Initiatives . Develop and implement measurement systems and provide insightful analytics around the metrics. . Deep technical expertise and data orientation in controllership, Management Information System and Service delivery . Communicate with the customer on a regular basis to discuss operational issues and delivery, raise issues & build relationships, understand customer & client issues proactively, fix to get the delight factor. . Set goals for the team and communicate goals on a regular basis. . Coach & mentor people - Motivating team with excellent people touch. . Efficiency and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma . Reconciliations of client reports . Leading calls with clients and other business functions . Running of projects independently . Preparation of dashboards and ability to understand current Business processes and suggest improvements Key for details. Qualifications we seek in you! Minimum Qualifications/ Skills . Any graduate . Relevant experience in a BPO/KPO . Should have handled large teams . Customer Management exposure and good presentation skills is a must. . Excellent in English Language Preferred Qualifications/ Skills . Excellent Analytical & Communication skills . Preferably the candidates prior experience in Internet based accounts and Customer service industry . Ability to work & communicate with people across organizational unit. . Excellent interpersonal & Management skills . LEAN/Six Sigma - Trained, Tested and Certified . High MS-Office skill (Advance Excel) Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, 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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube. Furthermore, please do 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. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.