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.•

•Inviting applications for the role of Senior Manager - Platform Deployment Specialist Customer Care Specialist - AOT•

•We're looking for someone who has a deep understanding in Order management (verifying data, entering data into the system). Support the design and build of the end-to-end Order management. Responsibilities•

• •Responsible for successful business transitions of OpCos on quality, time, scope, budget: implementation of Customer Service DBB platforms (Agent Order Taking, Logistics Trade Terms). Supporting the Global Customer Service and DBB deployment team in realizing the yearly project roadmap.•
• •Manage relationship with DBB deployment team, OpCos and global functional SMEs.•
• •Provide guidance and supervise OpCo deployment as a platform SME.•
• •Execute work applying practical methods and processes.•
• •Provide content expertise, hands-on involvement and overall project management of the implementation in close collaboration with the DBB deployment team/local OpCo teams.•
• •Localize together with OpCos training materials and perform selected platform trainings.•
• •Support activity of DBB change and communications workstream.•
• •Align and manage localization requests with global functional SMEs, DBB deployment team and OpCo.•
• •Autonomously drive the OpCo engagement and project agenda in alignment with DBB deployment team.•
• •Transfer knowledge and gradually hand over responsibilities to OpCos.•
• •Sharing best practices and learnings across OpCos and Global CS&L team.•
• •work experience in Customer Service operations and E-commerce•
• •Other fields of expertise: experience in Commercial roles a plus•
• •Functional skills: experience with customer service platforms, ERP implementations•
•

•Qualifications we seek in you!•

•Minimum Qualifications•

• •Graduation/ Masters•
•Preferred Qualifications/ Skills•

• •Years' experience in AOT•
• •Should have worked in alternate tools like -•

•o SAP CRM,•

•o Sales force service cloud or•

•o any other CRM tools.•

• •Proficient in spoken and written English•
• •Ability to work with various IT applications (SAP CRM, ARC, internal UL and 3PLP platforms•
• •Strong analytical skills required.•
• •Customer service orientation•
• •Ability to work effectively under pressure.•
• •Advanced knowledge of MS Office, Excel & good knowledge of SAP system•
• •Customer Focus (focus on internal customers and impact on our external customers)•
• •Bias for action (focus on results and use of intelligent risk taking)•
• •Team Alignment (team player; supports and respects others)•
• •Accountability and responsibility (personally driving change and using operational discipline to deliver on the promise)•
• •Growth Mindset (placing a fresh emphasis on innovation and having the ambition to grow)•
• •Analytical skills•
• •Technical skills must have - VBA coding, other coding skills, Macro's skills•
• •Must be able to resolve any issues in Order processing.•
• •SOP/Workflow documentation is must.•
• •Strong in communication & stakeholder management and in relationship building and collaboration at all levels of the organisation. Good organisational and planning skills. Strong cultural awareness and versatility in styles.•
• •Must be a team player and able to work collaboratively with and through others. Flexible and adaptable; able to work in ambiguous situations, dealing with complexity and time pressure.•
•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 'starter kit,' paying to apply, or purchasing equipment or training.• •Job Senior Manager•

•Primary Location India-Bangalore•

•Schedule Full-time•

•Education Level Bachelor's / Graduation / Equivalent•

•Job Posting Jul 11, 2024, 8:38:42 AM•

•Unposting Date Sep 9, 2024, 1:29:00 PM•

•Master Skills List Operations•

•Job Category Full Time•