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 - Operations Manager - Quality Control/Quality Consultant – Trust & Safety
We are seeking a highly experienced and results-oriented Operations Manager to lead and oversee the Quality Control and/or Quality Consultant functions. In this strategic role, you will be responsible for ensuring the effective implementation of quality strategies, driving operational efficiency, managing team performance, and ultimately ensuring the delivery of high-quality services to our clients. You will be a key leader in fostering a culture of quality excellence and continuous improvement across the team.
Responsibilities
Operational Leadership and Management:
Provide strategic direction and operational oversight for the Quality Control and/or Quality Consultant teams.
Develop and implement operational plans and strategies aligned with overall business objectives and quality goals.
Manage team performance, set clear expectations, provide coaching and mentorship, and conduct performance reviews.
Ensure effective resource allocation, workload management, and optimal team productivity.
Foster a positive, collaborative, and high-performing team environment.
Quality Strategy Execution:
Drive the execution of the established quality control strategy and ensure its integration into operational processes.
Monitor the effectiveness of quality control measures and identify areas for improvement.
Champion the adoption of quality standards, guidelines, and best practices across the team.
Ensure compliance with internal quality standards, client-specific requirements, and relevant regulatory guidelines.
Performance Monitoring and Reporting:
Establish and monitor key performance indicators (KPIs) related to quality, efficiency, and team performance.
Analyze operational and quality data to identify trends, risks, and opportunities for improvement.
Prepare and present comprehensive reports on operational and quality performance to senior management and stakeholders.
Develop and implement action plans to address performance gaps and drive continuous improvement.
Process Optimization and Efficiency:
Lead and drive process improvement initiatives to enhance operational efficiency, accuracy, and quality.
Identify bottlenecks and inefficiencies within quality control and related operational workflows.
Implement standardized processes and best practices to optimize performance and reduce errors.
Leverage technology and automation to improve quality and efficiency.
Stakeholder Management and Collaboration:
Serve as a primary point of contact for operational and quality-related matters for internal stakeholders and potentially clients.
Collaborate effectively with other Operations Managers, Team Leaders, and cross-functional teams.
Build strong relationships with stakeholders to ensure alignment on quality goals and operational priorities.
Communicate effectively with senior management on operational performance, challenges, and improvement initiatives.
Risk Management and Mitigation:
Identify potential operational and quality risks and develop mitigation strategies.
Implement controls and processes to minimize the impact of identified risks.
Oversee the investigation and resolution of quality-related issues and escalations.
Budget Management and Resource Planning:
Manage the budget for the Quality Control and/or Quality Consultant teams effectively.
Participate in resource planning and forecasting to ensure adequate staffing and resources to meet operational and quality demands.
Talent Development and Retention:
Identify talent within the team and provide opportunities for growth and development.
Implement strategies to improve employee engagement and retention within the quality teams.
Qualifications we seek in you!
Minimum Qualifications
Any bachelor's degree
Progressive experience in operations management, with significant experience overseeing quality control or quality assurance functions
Proven track record of successfully leading and managing teams, driving operational efficiency, and improving quality outcomes.
Strong understanding of quality management principles, methodologies, and tools (e.g., Six Sigma, Lean, ISO standards).
Excellent analytical, problem-solving, and decision-making skills with the ability to interpret complex data and develop strategic solutions.
Exceptional communication, interpersonal, and presentation skills with the ability to influence and collaborate effectively at all levels.
Strong project management skills with the ability to manage multiple initiatives simultaneously.
Proven ability to drive process improvement and implement standardized processes.
Strong business acumen and understanding of the impact of quality on client satisfaction and financial performance.
Proficiency in MS Office Suite (Excel, Word, PowerPoint).
Preferred Skills
Relevant certifications in quality management (e.g., Six Sigma Black Belt, Lean Management).
Experience with data analytics and visualization tools.
Experience in managing large and diverse teams in a global delivery model.
Experience in client-facing roles and managing service level agreements (SLAs) related to quality.
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. 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.