Operations - Senior Manager – English – On site Lisbon Lisboa

Overview

Job Description - Operations - Senior Manager – English – On site Lisbon! (HIG024269)

Operations - Senior Manager – English – On site Lisbon! - HIG024269

Ready to shape the future of work? At Genpact, we
- 't just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our
- first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From
- scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a
- moving,
- driven environment, love solving
- world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and
- edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on Linked
In, X, You
Tube, and Facebook

Inviting applications for the role of a – Operations - Senior Manager – English – On site Lisbon!

In this role, you will be working as a Senior Operations Manager, leading a team of 150+ employees, ~10+ Front Line Managers. You will lead teams to optimize customer experience for Hi- Tech products for Genpact Clients. This role will also involve working with content moderation and/or data labeling management teams interfacing with multiple Genpact clients in driving performance, continuous improvement, and customer expectations. You should be a professional with experience leading scaled operations in the Hi-Tech industry background.

Responsibilities

• Relevant experience in leading large teams in the scaled operations environment. Deliver optimum customer satisfaction and keep teams engaged and motivated to grow their careers.
• Oversee Operations functions. Resolve customer questions and complaints in a timely manner. Complete research and resolve documentation errors on complex customer problems. Align operations with Company strategic plans and policies.
• Monitor service delivery and ensure excellence in service levels. Meet deadlines and targets. Promote goodwill and a positive image of the Company.
• Provide leadership through objective setting, delegation, motivation, and communication. Conduct regular meetings to inform about policy changes and improvements. Oversee Representatives and assign schedules and daily operations. Develop
  - line leadership programs and ensure thorough training.
• Conduct performance appraisals. Provide measurable feedback and implement corrective actions as needed. Coach, mentor, and help direct reports grow their career with Genpact. Assist in interviewing and onboarding new personnel.
• Ensure effective performance metrics, trained representatives, and high customer service standards. Maintain records and reports. Build professional relations with customers, vendors, and external contacts.
• Demonstrate strong communication and presentation skills with clients and data post analysis.
• Problem solving: be tactical and address
  -
  - day operations issues; understand Service Delivery metrics.
• Time management: manage own time and coach
  - line managers and agents accordingly.
• Demonstrate
  -
  -
  - box thinking to solve problems for Genpact customers.
• Lead a team of 150+ employees and ~10+ Front Line Managers, coaching, mentoring, and motivating them to deliver optimum customer service to Genpact end customers.

Important Note

This job may require working a 24/7 schedule with alternating shifts and periodic exposure to content that may be highly egregious/sensitive in nature, such as graphic violence,
- harm, child abuse, and hate speech.

Qualifications

Minimum qualifications

• The candidate should be a high performer who craves career growth and development, and a natural leader. Should be engaging, influential and motivating, with outstanding communication skills.
• Ability to draw insights from data and trends, visualize complex data trends simply, and create themes to coach and mentor agents.

Preferred qualifications

• Experience in content moderation and/or data labeling workflows with understanding of the Trust & Safety ecosystem is an added advantage.

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career – Get
  - on experience, mentorship, and continuous learning opportunities
• Work with the best – Join 140, 000+ bold thinkers and
  - solvers who push boundaries every day
• Thrive in a
  - driven culture – Integrity and inclusion empower ideas to fuel progress
• Let-'s build tomorrow together. 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 respect and integrity, customer focus, and innovation.

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.