Sr. Consultant - Data and Analytics Advisory 4B at Genpact in 1401-G-India: 14-45, Uppal, STPI, Hyderabad

Job description

• At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
• If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.
• Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
• Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.
• As an Assistant Manager in Operations for Digital Operations (Digital Marketing/Customer Service), you will play a pivotal role in ensuring the seamless delivery of services to our clients.
• You will be driving process improvements, operational efficiencies and managing people metrics across multiple accounts spread across different geographies.

Responsibilities

• Process Improvement & Optimization
• Identify process gaps, defect trends, and operational inefficiencies.
• Lead end-to-end process streamlining initiatives to improve accuracy, TAT, and SLAs.
• Partner with Operations to redesign workflows and eliminate recurring quality issues.
• Drive continuous improvement programs (Lean / Six Sigma mindset preferred).
• Regular meetings with site SPOCs and client POCs to reform process efficiency with ability to influence without direct authority.
• Stakeholder & Cross-Functional Collaboration
• Work closely and proactively with Operations, Training, WFM, and HR etc.
• Act as the SPOC for internal stakeholders.
• Provide data-backed insights and recommendations to leadership.
• Ops Delivery Management & Reporting
• Drive Amber (Response Rate, Mood Score etc.)
• Drive DQI (Compliance and DQI score)
• Manage Head Count Hygiene
• Drive Genome and Lean Trainings/Certifications
• Compliance & Risk Management
• Ensure adherence to client guidelines, regulatory requirements, and internal SOPs.
• Identify risks early and implement mitigation plans.
• Support internal and external audits.
• Contracting and Billing
• Ensure Timely billing
• Ensure there is no revenue leakage
• Review existing contracts whenever there is a change in the business process and own Change Requests

Requirements

• Lead and Manage: Oversee the day-to-day operations of the assigned accounts, ensuring high-quality service delivery and adherence to client expectations.
• Strategic Planning: Develop and implement strategies to enhance service delivery, improve client satisfaction, and optimize operational processes.
• Performance Monitoring: Track key performance indicators (KPIs) and metrics to assess account performance and identify areas for improvement.
• Stakeholder Engagement: Build strong relationships with stakeholders, understanding their needs and ensuring that delivery meets or exceeds expectations.
• Team Development: Mentor and develop team members, fostering a culture of continuous learning and professional growth.
• LDT: Experience in lean six sigma and transformation projects on improving quality and improving operational efficiency
• Experience: Minimum of five years in a leadership role within customer service operations, preferably in a BPO or similar environment.
• Education: Bachelor’s degree in business administration, management, or a related field.
• Skills: Strong leadership, communication, and problem-solving skills. Proficiency in data analysis and process optimization.
• Attributes: Results-driven, customer-focused, and able to thrive in a fast-paced environment.
• Bachelors - Business Analytics, Bachelors - Computer Science, Bachelors - Statistics, Masters - Data Science
• Alteryx Designer Advanced Certification - Alteryx AcademyAlteryx Academy, Alteryx Designer Core Certification - Alteryx AcademyAlteryx Academy
• Ad Trafficking, Campaign Management, Client Relations, Data Analytics, Digital Campaign Management, External Stakeholder Management, Marketing Campaign Management, Project Stakeholder Management, Stakeholder Management
• English
• Intermediate - B1
• Knowledge on data analytics and POWER BI
• Digital Marketing Platforms
• Technical knowledge of computer hardware products
• Understanding of Billing methodologies

Skills

Required

• Ad Trafficking
• Campaign Management
• Client Relations
• Data Analytics
• Digital Campaign Management
• External Stakeholder Management
• Marketing Campaign Management
• Project Stakeholder Management
• Stakeholder Management

Preferred

• Knowledge on data analytics and POWER BI
• Digital Marketing Platforms
• Understanding of Billing methodologies

Benefits

• • Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• • Make an impact – Help global enterprises solve business challenges that matter
• • Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• • Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• • Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
• Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
• Let’s build tomorrow together.