Sr. Consultant - Data and Analytics Advisory 4B

Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

As an Assistant Manager in Operations for Digital Operations (Digital Marketing/Customer Service), you will play a pivotal role in ensuring the seamless delivery of services to our clients.
You will be driving process improvements, operational efficiencies and managing people metrics across multiple accounts spread across different geographies. Responsibilities Process Improvement & Optimization Identify process gaps, defect trends, and operational inefficiencies. Lead end-to-end process streamlining initiatives to improve accuracy, TAT, and SLAs. Partner with Operations to redesign workflows and eliminate recurring quality issues. Drive continuous improvement programs (Lean / Six Sigma mindset preferred). Regular meetings with site SPOCs and client POCs to reform process efficiency with ability to influence without direct authority. Stakeholder & Cross-Functional Collaboration Work closely and proactively with Operations, Training, WFM, and HR etc. Act as the SPOC for internal stakeholders. Provide data-backed insights and recommendations to leadership. Ops Delivery Management & Reporting Drive Amber (Response Rate, Mood Score etc.) Drive DQI (Compliance and DQI score) Manage Head Count Hygiene Drive Genome and Lean Trainings/Certifications Compliance & Risk Management Ensure adherence to client guidelines, regulatory requirements, and internal SOPs. Identify risks early and implement mitigation plans. Support internal and external audits. Contracting and Billing Ensure Timely billing Ensure there is no revenue leakage Review existing contracts whenever there is a change in the business process and own Change Requests Qualifications we seek in you! Lead and Manage: Oversee the day-to-day operations of the assigned accounts, ensuring high-quality service delivery and adherence to client expectations. Strategic Planning: Develop and implement strategies to enhance service delivery, improve client satisfaction, and optimize operational processes. Performance Monitoring: Track key performance indicators (KPIs) and metrics to assess account performance and identify areas for improvement. Stakeholder Engagement: Build strong relationships with stakeholders, understanding their needs and ensuring that delivery meets or exceeds expectations. Team Development: Mentor and develop team members, fostering a culture of continuous learning and professional growth. LDT: Experience in lean six sigma and transformation projects on improving quality and improving operational efficiency Minimum Qualifications Bachelor’s degree in: Experience: Minimum of five years in a leadership role within customer service operations, preferably in a BPO or similar environment. Education: Bachelor’s degree in business administration, management, or a related field. Skills: Strong leadership, communication, and problem-solving skills. Proficiency in data analysis and process optimization. Attributes: Results-driven, customer-focused, and able to thrive in a fast-paced environment. Preferred Qualifications/ Skills Knowledge on data analytics and POWER BI Digital Marketing Platforms Technical knowledge of computer hardware products Understanding of Billing methodologies

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