Operations - Senior Manager- English – On site Johannesburg

Overview Job Description - Operations - Senior Manager- English – On site Johannesburg (BFS ) Operations - Senior Manager- English – On site Johannesburg - BFS Ready to shape the future of work? At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. Inviting applications for the role of Operations - Senior Manager- English – On site Johannesburg Responsibilities 1. Client need assessment & relationship management: This involves understanding key client requirements, delivery expectations, and priority focus areas to achieve smooth and surprise-free account operations. Maintain pace with client expectations on KPI/SLA delivery and governance, ensuring health of all performance metrics stay green and are regularly reviewed with Vendor Management team/ client POCs. 2. Service Design & Delivery Planning: Coordinate with Hiring, Training & Quality, Work Force Management & BHR teams to ensure seamless employee life cycle for all resources in the account, including onboarding the required skill set, emphasis on quality of training and knowledge management/retention, end-to-end adoption of client-approved quality framework, and liaison with WFM to operate with the agreed Capacity Plan. 3. Client Communication & Feedback Management: Represent performance updates and project initiatives during WBRs, MBRs & QBRs. Provide quick responses with performance insights, root cause analysis (RCA) and action plans. 4. Performance Monitoring & Reporting: Leverage client dashboards and Genpact reporting tools to track and drive performance for the account. Draw intelligent analytics from performance dashboards and provide vital performance insights to internal Genpact stakeholders and client teams. Qualifications we seek Minimum Qualifications / Skills Leadership: Ability to inspire and lead a team towards achieving common goals. Problem-Solving & Multi-skilling: Strong analytical skills to identify issues and develop effective solutions. Ability to handle complex tasks and deliver results within the expected timeframe. Communication: Excellent verbal and written communication skills to interact with team members and client teams effectively. Adaptability: Ability to work in a 24x7 fast-paced environment and adapt to changing priorities. Education Qualification: Graduate or Postgraduate in any field. Advanced knowledge of MS Office tools, strong analytical ability to read and draw inferences from dashboards and data represented on graphs. Ability to work in a fast-paced environment where standards of quality and timelines are established. High integrity to ensure Compliance. Relevant experience in International Voice IB/ OB - Customer Service/ Payments Processing related business. Why join Genpact? Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation Make an impact – Drive change for global enterprises and solve business challenges that matter Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities 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 tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. 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. Furthermore, 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. Please be informed the proof of education (including educational certificates) may be requested during the recruitment process. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process. #J-18808-Ljbffr