AVP - Service Delivery Leader

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Inviting Applications for AVP Service Deliverey Lead - Fukuoka - Japan

You will be managing operations for one of our Hitech service line client in Japan. As a Site and Service Delivery Leader for operations you will be liaising with service lines and delivery teams to accurately provide solution design, cost and fitment to the portfolio as well as to the operation strategy.

You will work with Operating leaders and Clients to develop a winning strategy, develop it with the service line, then present for internal approval and customer acceptance.

Your role will function as an overlay of existing technical and domain specialists and bring value through focused operational pursuit and solution leadership skills.

You will be encouraged to be passionate about Hitech industry’s realities and pain points and know how to solve these using analytics and technology.

Responsibilities

People Management

Lead and develop teams providing support from multiple locations in Japan to a large Global Internet client.

Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, supervising real time service levels and schedule consistency, and holding the team accountable for meeting and exceeding performance targets

Manage the career growth and development of the Leadership team by driving focus on Genpact’s Leadership Principles

Play a meaningful role in building management depth by providing guidance and mentorship to all levels of leadership within the organizational unit

Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other groups

Operations, Project Management and Financials

Manage workflow, handle customer concerns, proactively engage resources to address issues and effectively delegate workload across the leadership team

Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives

Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive edge and profitability of the organization

Works to build and maintain client trust

Identifying and eliminating root cause barriers to CSAT, efficiency, TAT and quality etc…

Understanding and accurately utilizing resources provided by internal systems, departments, policies, and procedures

Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis

Collaborate in the new deal process including solutioning, pricing, due diligence, transition and stabilization

Own end-to-end client service delivery and Profitability (P&L)

Be a key driving force in handling new/existing relationships with a set of valuable clients leading to a healthy P&L

Develop a strategy for winning and transitioning new deals while running and growing the existing relationships

Ensuring the right solution is proposed for new deals, actively participate in the deal process, aiding and enabling robust transitions, delivering ongoing client happiness through consistent high class service delivery, and thereby ensure high NPS, cross sell and profitability

Requirements and Qualifications

• Should have proven prior experience managing large teams (300+) in the contact center environment
• Technical Expertise - mobile OS interfaces, connectivity, app level knowledge, and familiarity with Android and iOS
• Should be proficient in Business English communication
• Should be comfortable to work with teams with multi-cultural background
• Must be willing to work during Japan Holidays and be available during non office hours
• Be comfortable handling end to end delivery, client interactions and billing with minimum supervision

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. For more information, visit [...] Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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