Genpact | Delivery Manager - Operations Support 4D

Responsibilities

• Manage relationship with Client, internal business team, Customer IT organization, Corporate IT Team, and other stakeholders.
• Ensure all escalations/issues are proactively identified, addressed, and closed with documentation.
• Drive IT Governance meeting with client IT, business teams.
• Ensure Zero Major Incidents due to hygiene issues for the account/s.
• Report out performance metrics, dashboards, monthly updates, and issue progress to Internal and Client, Business, and IT leaders as and when required.
• Ensure 100% contractual compliance from IT standpoint for all accounts managed.
• Ensure all SLA metrics are met as per agreed SLA norms.
• Ensure effective Business Continuity Planning & delivery.
• Partner with internal Audit teams to help enhance processes, systems, and teams to deliver an outstanding customer experience by conducting deep dive analysis, identifying issues and fix with a sustainable solution.
• Manage technical support team; Ensure timely delivery of support services; Develop and optimize support processes; Monitor team performance and provide feedback; Collaborate with other departments to improve support operations; Handle escalations and resolve complex technical issues; Analyze support data and generate reports for management.

Genpact

Genpact is a global professional services and technology firm known for running and transforming business processes for large companies. It began in 1997 in Gurugram as a business unit of General Electric and became an independent company in 2005.

Finance and accounting is one of Genpact's core practices. The firm regularly hires CAs, CMAs and commerce graduates for record-to-report, order-to-cash, procure-to-pay, FP&A, and risk and controls roles.

• Industry: Professional services and business process management
• Headquarters: New York, USA
• In India: Major centres in Gurugram, Hyderabad, Bengaluru, Kolkata, Noida and other cities