HB Devops - Management Trainee - English
HB Devops - Management Trainee - English - HIG005953
With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of Team Lead – DevOps Policy Compliance Team!
The person joining our team will be part of data-driven analysis culture and will also help scale our operations by optimising and automating processes, solving challenging problems and most importantly, helping to prevent them.
•Lead Operations for a Team of 15+ employees, who will be Processing requests received which relate to the workflows (Product, Application, Spam, Appeals) and assess them in accordance with the Policy Compliance guidelines and take action to apply the appropriate policy with high quality, speed, insight and accuracy.
•Team will review apps, 3rd party apps against platform guidelines, implement policies on non-compliant apps, and evaluate appeals from developers.
•Responsible for end to end contractual & internal metrics.
•Ensure smooth & surprise free operations and service delivery.
•Implement SMART OPEX, Training, Quality & Policy frame works through a 3 Tier Governance process.
•Build a detailed succession plan for all Key/Critical roles
•Drive employee engagement, agent growth, retention with low attrition; timely detailed one on ones, updated time keeping system, Compliance.
•Drive Rewards and Recognitions & Appraisals
•Flexibility to quickly shift priorities, multi-task and balance simultaneous requirements in a dynamic environment, while driving every action to completion
•Provide Insights on DevOps data, track & report any observations, bugs
•Drive continuous service Improvements, Lean, Six Sigma & Digitalization Projects
•Act as an intermediary between reviewers, Genpact & Client management
•Balance Day to Day employee related issues by providing appropriate resolution
•Coach, Mentor and Motivate the team
•Open for 24x7 rotational shifts including weekend & public holidays when applicable, with 2 days off weekly
•Previous team lead experience in a customer service environment
•Experience in Voice, Chat, Email, Web mediums in his/her previous roles
•Shown experience of leading teams with at least 15 direct reports
•Deep understanding and experience in contact center operations management
•Ability to work on MS-Excel (Pivots, Line Bar, Stack graphs, Pareto’s, Etc.), PowerPoint Presentations
•Customer partner management exposure
•Customer Service experience as a Team Leader, preferably in the customer service domain for an internet based segment
•LEAN/Six Sigma – Trained, Tested and Certified
What can we offer?
•Stable job offer - employment contract
•Work in the multicultural environment
•Various trainings (initiating, soft skills)
•Possibility of development
•Benefits (Medical benefits, insurance, partner discounts, additional vacation days, meal tickets)
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.
Job Management Trainee
Primary Location Genpact Ireland-Dublin
Education Level Bachelor's / Graduation / Equivalent
Job Posting Feb 22, 2021, 5:28:01 PM
Unposting Date Ongoing
Master Skills List Corporate
Job Category Full Time