Job Description

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.

We are inviting applications for the role of Process Associate- Trust & Safety - TSG

The Technology Support and Governance (TSG) team plays a vital role in driving business success at our firm. Our mission is to deliver exceptional values by providing top-notch support to vendor partners, ensuring seamless collaboration and optimal performance. Establishing robust and stable governance frameworks for operational functions, minimizing risk and maximizing efficiency. Maintaining a reliability program, guaranteeing the highest standards of quality and consistency. Offering comprehensive onboarding and ongoing support to our vendor partners, fostering strong relationships and mutual growth.

Responsibilities:

Technical Support: Provide top-notch technical support to vendor partners, resolving technical issues promptly.*
Governance: Develop and maintain robust governance frameworks to ensure stable and efficient operations.*
Cross-Functional Collaboration: Work closely with cross-functional teams using the RACI framework to ensure clear roles and responsibilities and effective collaboration.*
On-Call Support: Participate in on-call rotations to provide timely support and resolution for any urgent issues.*
Escalation Management: Manage Escalation channels, drive resolution for escalated tasks and RCAs, and investigate critical tasks.*
High-Priority Task Analysis: Analyse high-priority task backlog and drive conversations with relevant teams to improve support.*
Automation and Self-Service: Leverage Backlog Automation and support self-service / other future automations.*
Process Documentation: Create and Maintain Task Management Process documentation and drive training workshops for each Vendor Partner.*
Data Analysis and Reporting: Analyse data to draw out actionable insights through interactive Tableau Dashboard reporting and Visualizations.*
Partner Alignment and Communication: Facilitate Bi-weekly Vendor connects to ensure their alignment on latest process changes.*
Integration and Onboarding: Support with integration of new vendors who onboarded and align into systems.*
Incident Management: Facilitate effective incident management processes across designated teams by engaging with key stakeholders and collaborating with teams to conduct Impact Assessments.*

Minimum Qualifications:

Bachelor's or Equivalent degree in Computer Science or related field.*
Strong analytical and problem-solving skills.*
Ability to work effectively in a fast-paced environment.*
Strong communication and interpersonal skills.*
Ability to work effectively in a cross-functional team environment.*
Willingness to participate in on-call rotations.*

Preferred Qualifications:

Proven experience in technical support or a related field.*
Experience with data visualization tools such as Tableau, and ability to create interactive and informative reports to communicate complex data insights to stakeholders.*
Strong understanding of governance frameworks and reliability programs.*
Strong analytical skills, with the ability to collect, analyze, and interpret large datasets to identify trends, patterns, and areas for improvement.*

Proficiency in SQL and querying languages, with the ability to write complex queries to extract data from various sources.

Certification in reporting or related fields (e.g. Certified Data Analyst, Certified Business Intelligence Analyst) is a plus.*

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 genpact.com and on LinkedIn, X, YouTube, and Facebook.

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 'starter kit,' paying to apply, or purchasing equipment or training.

JobProcess Associate

Primary LocationIndia-Hyderabad

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingFeb 18, 2025, 2:28:35 AM

Unposting DateMar 20, 2025, 1:29:00 PM

Master Skills ListOperations

Job CategoryFull Time