Responsibilities:
o Lead and convert deals into wins as LSA in customer service across verticals
o Define solution construct and target operating model across geographies working with poles & local solutioning teams
o Drive analytics and digital solutioning working with respective digital SMEs, analytics SMEs, BTS colleagues, cloud SMEs, LSS / MBB teams who support the relevant vertical
o Define and articulate value prop, productivity, and business impact for a deal
o Lead inputs from all deal contributors including bid-pro, pricing, sales/client partner / GRM, operations GOL / SDL, transitions, training, quality, WFM, hiring, recruiting, IT & infra, logistics & facilities, etc.
o Author responses pertaining to customer care and revise others’ inputs of supporting functions to generate client-facing RFP response documents
o Lead commercial construct working with pricing team and review with vertical client partner and BL leadership
o Prepare materials for orals presentations & deliver solution details during orals
o Develop a strategy for BP X.0 using SME knowledge as an individual contributor as well as working with an extended team including ops, virtual experts, other functional areas such as HR, etc. and through conducting appropriate market research
o Articulate customer service value chain across sub-verticals, document level 1, 2, 3 digital SEP processes
o Develop and quantify areas of impact within the value chain that generates deal-winning ROI
o Develop solutions in partnership with external technology and analytics firms (such as Amazon AWS, Google GCP, Microsoft Azure, Genesys, Nice In Contact, Five9, Automation Anywhere, UiPath, Uniphore, and smaller enterprises with products in conversational AI, chatbots, and customer care supporting functions such as quality, training, hiring, etc.)
o Collaborate with the build teams in BTS, digital, and analytics to implement and deliver proof of concepts in existing ops to generate credible case studies and productize the offering
o Own and conduct demos of digital and analytics offerings
o Develop whitepapers, blogs, points of view POV documents in customer care through individual contribution to demonstrate thought leadership to clients and potential clients
o Lead RFIs from market analyst firms such as Everest, HFS, Gartner, Forrester, ISG, etc. to improve rankings into the top right leader quadrant
o Engage in client quarterly business reviews, monthly business reviews, etc. to continuously take innovations, projects, pilots, transformative and executable initiatives to clients to generate sole-sourced deal wins
o Collaborate with peers, juniors, and senior team members to push forward the agenda and goal of the practice in line with the vision of market leadership, growth, differentiation in digital and analytics, and deal conversion by promoting a nurturing and positive environment fostering Genpact’s values. Most importantly demonstrate a highly positive, self-motivated, proactive attitude and culture with ownership and hunger for winning
o Obtain appropriate certification in lean digital LSS (e.g., GB, BB) as dictated by tenure in role and future career development trajectory in the service line
o Obtain certifications and training that will help develop differentiated skills that will directly contribute to the growth and success of the service line (e.g., Lean Digital 101 certification)
o Contribute to Genome content for customer care (content and as a guru leading learning sessions)
Qualifications we seek in you!
Minimum Qualifications/Skills:
Preferred Qualifications/Skills:
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 www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
JobSenior Manager
Primary LocationIndia-Gurugram
Education LevelBachelor’s / Graduation / Equivalent
Job PostingMar 14, 2022, 4:17:47 AM
Unposting DateOngoing
Master Skills ListDigital
Job CategoryFull Time
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