Graduate & Experienced Job Opportunities at Genpact

You will be asked to work from the office several days per week.

Contract for one year with possibility of extension based on business needs and employee’s performance.

The Sourcing Manager will assist in the execution of Sourcing projects for Genpact internal needs and for the Client to enable the delivery of defined region annual savings targets. These projects will deliver advantages for the Company and Client through cost savings, lifecycle value generation, demand management, innovation and reducing risk within the supply chain.

The projects will be delivered globally or locally in accordance with the Category Strategy and will demonstrate the full range of supply and demand-side levers. Sourcing knowledge will be applied in the execution of these plans across all category areas, whilst ensuring the risks associated with the purchase of goods and services are mitigated commercially, contractually, and operationally.

The Sourcing Assistant Manager will assist in the execution of eSourcing and in delivering incremental value to the business through E-Auctions where needed.

Responsibilities

• Sourcing of the Indirect Spend categories with focus on South Africa, but not limited to. It may be required to be involved also in some regional projects.
•  Managing the Purchase Requests for the assigned categories of spend as per the Company’s and Client’s Procurement Policies and Procedures
• Drafting and Negotiating contracts; drive the preparation of proposal documents, statement of works (SOWs), quotations and bids with pertinent specifications, terms and conditions dedicated
• Use appropriate pre-approved legal templates to produce NDAs (Non-Disclosure Agreements), Call Off agreements and contract amendments/renewals
• Develops, review, negotiate and executes business agreements and contracts as needed; Authoritatively apply appropriate procurement approach in negotiations, independently prepare and lead negotiations to conclusion
• Supplier evaluation, selection and set-up of ongoing performance management; Rate and lead performance of suppliers, ensure supplier performance of all contracts
• To liaise with business stakeholders to understand their requirements and close them in the given time frame
• Build strong business relationship with relevant stakeholders and create valuable partnership
• Perform spend & market analysis in order to identify the best available market price for the ongoing project/service
• Responsible for savings targets, timely deliveries, and Customer Satisfaction within the contractual SLAs/KPIs
• Participate periodically in performance reviews with Global Category managers and Regional Heads of Procurement and their sourcing managers, to ensure strategies are aligned and pipeline activity is proceeding
• Carry out all reporting requirements accurately and within the specified time scales as needed
• Apply appropriate procurement approach in negotiations; Independently prepare and lead negotiations to a successful conclusion where required
• Develop and drive effective relationships with suppliers, Coordinate, review and respond to supplier inquiries, protests, and appeals
• Agree sourcing plans and set expectations for effective value delivery
• Help business Partners understand and engage with the Client’s procurement processes & systems

Qualifications we seek in you!
Minimum Qualifications / Skills

• Procurement experience demonstrating a consistent track record of delivery of successful end-to-end sourcing projects
• Proven category expertise (has completed moderately complex sourcing projects which brought measurably improved results). Category experience needed; Corporate Real Estate, Facilities Management, Infrastructure and Logistics, HR services, Professional Services (Finance, Insurance, Legal, Consulting).
• Oral and written proficiency in English (additional languages are preferred)
• Degree or equivalent professional qualification within Business Management, Procurement and/or Supply Chain management, and/or Project Management
• Support multiple end-to-end sourcing projects in parallel; focusing on data accuracy and quality of output to business partners.
• Proven track record of supporting multiple sourcing activities, demonstrating an ability to lead parallel projects and being able to prioritize critical activity where needed.
• Builds and maintains effective partner and supplier relationships to assure successful business performance
• Sound understanding and execution of effective negotiation strategy
• Resolves quality problems with suppliers and partners quickly and efficiently, takes direction where needed
• Reviews commercial contracts to ensure they protect Client against risk and deliver advantage to the business; puts forward suggestions for operational improvement (as appropriate)
• Exposure to ERP and other procurement systems (Oracle / Ariba/ Workday and any other S&P tools)
• Exposure to reviewing and understanding Dun & Bradstreet reports, Credit Scoring methods

Preferred Qualifications/ Skills

• Strategic Procurement / Category Management experience. Local market knowledge is a must.
• Personal effectiveness; Energetic and self-motivated
• Ability to deploy effective influencing techniques
• Proven ability to lead multiple projects/tasks effectively
• Ability to lead change effectively; uses straightforward and constructive arguments to gain agreement from others
• Analytical and financial skills
• Demonstrated success working in a team environment
• Exercises sound judgement on day-to-day business problems and provides recommendations for solving course correction
• Ability to act on own initiative
• Communicates clearly and with a versatile style
• Reciprocal and cross cultural
• Proficiency in Microsoft Office suite applications
• Analytical skills; MS Excel capability and ability to do build cost and saving models with multiple “What If” scenarios

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The Fraud Telephone Assistant will be responsible for answering incoming calls related to fraudulent activities and assisting clients in resolving their issues. You will be required to analyze fraud data and identify potential fraudulent activities, answer inquiries and questions, handle complaints, troubleshoot problems and provide information related to product/services.

Responsibilities

The candidate will be responsible for managing all call assigned by the client within their working shift complying with the expected quality parameters, customer service levels as well to comply with the regular trainings and updates the client requires to operate seamlessly. The work scope includes, but is not limited to:

• Fraud Detection 
• Servicing  customers by answering product and service questions and advising about other products and services
• Resolving product and service problems
• Reviewing and making changes on customers’ account when needed
• Handling complaints
• Handling inbound and outbound calls (Spanish & English)
• Adhering to compliance policy
• Customer Service Oriented

Qualifications we seek in you!
Minimum Qualifications

• High school diploma 
• 85% English proficiency 
• Basic knowledge on Word, Excel
• Basic knowledge on internet navigation
• Flexibility – Schedules
• B1 English Level Minimum

Preferred Qualifications/ Skills

• Background  on Customer service (desired but not mandatory)
• Fraud detection experience (desirable but not a must)
• Relevant experience 

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Job Summary

Inviting applications for the role of Operations-Process Associate- English
FET new joiners who will be part of the internship programme
They are permanent residents of South Africa from TVET colleges

Responsibilities

• During the programme you will participate in a structured programme and be placed in Operations 
• You will coach and mentored by your Line Managers who will support you throughout the programme 
• You will assist with adding value by either generating or selling depending on the departments you will be placed in. 
• Participate in the scheduled classroom portfolio of evidence sessions with the training provider 
• Present programme feedback monthly with Line Manager and Programme Coordinator

Qualifications we seek in you!
Minimum Qualifications

• National Diploma in HR/Personnel Management, Finance/Accounting, or IT
• National Diploma statement of results

Preferred Qualifications/ Skills

• National Diploma
• Fluent in English

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The Operating Leader manages a team of Operations Managers and Front-Line Managers, ensuring their development in relation to the needs and expectations of the client they are assigned to. This person serves as a primary level of contact to both internal Stakeholders within Genpact and Client Stakeholders. The Operations Leader is tasked to drive actions that maximize productivity and create a profitable business partnership. This person assists in training, mentoring, coaching, and motivating the Operations Managers and Front-Line Managers to ensure that they are able to perform based on the agreed KPImetrics.

Responsibilities

• Own end-to-end client service delivery and P&L
• Drive and lead new/existing relationships with a set of valuable clients leading to a balanced P&L
• Work closely with client CXO’s and process owners, Genpact operating teams and global relationship managers for key accounts
• Develop a strategy for winning and transitioning new deals while running and growing the existing relationships
• Assist the GOL with managing a line(s) of service in an omnichannel process, keeping a well-organized planning for a, but not limited, specific Geographical location
• Manage day to day activities across all Genpact required activities, ensuring a seamless customer experience throughout the Customer Service journey
• Assist the GOL with planning and executing the strategies to ensure the delivery of the agreed SLAs with the Client(s)
• Enforce Genpact’s guidelines and policy across the operations team
• Partner with Training and other Support Functions to ensure a seamless operation
• Track, analyze and monitor performance of the teams under their care
• Manage and train junior members of the team
• Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s)

Qualifications we seek in you!
Minimum Qualifications

• Experience as Operations Manager, Operating Leader or similar in a Voice Process
• Very goodunderstanding of Customer Service integral components
• College Degree
• Self-motivated with ability to work both independently and as part of a team;
• Ability to handle client on one-on-one basis, via e-mails and calls;
• English Proficient – both written and spoken
• Excellent written and oral communication skills and detail-oriented;
• Great customer orientation, crisp communication skills, positive and proactive attitude, result-oriented;
• Ability to learn, adapt, upskill, and work independently;
• Very goodplanning & project management skills; team player;
• Ability to work under tight deadlines across multiple projects in parallel and different time zones. Good prioritization skills;
• Working experience in PowerPoint, Word, and Excel
• Numerical Skills for Analysis and Reporting

Preferred Qualifications/ Skills

• Multinational/ BPO background is preferred
• Digital Technology and Applications Acumen/Extensive experience
• Lean Six Sigma Certified

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Job Summary 

In this role, you will be responsible for liaising between the Operations Leader and the team of associates, to ensure the client’s services are delivered promptly and accurately in accordance with the Service Level Agreement’s. You are encouraged to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing mentorship and development to associates, facilitating team meetings, and meeting defined quality, customer experience and efficiency requirements. 

Responsibilities

• Should be operation expert and able to handle 15-20 resources
• Managing the day-to-day activities of the team
• Manage day to day activities across all Genpact required activities, ensuring a seamless customer experience throughout the Customer Service journey
• Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team’s performance
• Monitor and evaluate calls using evaluation standards and forms mandated by the client
• Provide analysis in evaluated calls and identify gaps that impact KPIs
• Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance
• Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics
• Works closely with other members of the Training and Call Quality team to ensure effective implementation
• Create Governance Reporting such as weekly and monthly decks
• Enforce Genpact’s guidelines and policy across the operations team
• Partner with Training and other Support Functions to ensure a seamless operation
• Track, analyze and monitor performance of the teams under their care
• Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s)

Qualifications we seek in you!
Minimum Qualifications

• Experience as trainer, front line manager, quality analyst or similar in a Voice Process
• Very good understanding of Customer Service integral components
• High School Graduate
• Self-motivated with ability to work both independently and as part of a team;
• Ability to handle client on one-on-one basis, via e-mails and calls;
• English Proficient – both written and spoken
• Excellent written and oral communication skills and detail-oriented;
• Great customer orientation, crisp communication skills, positive and proactive attitude, result-oriented;
• Ability to learn, adapt, upskill and work independently;
• Ability to work under tight deadlines across multiple projects in parallel and different time zones. Good prioritization skills;
• Working experience in PowerPoint, Word and Excel
• Numerical Skills for Analysis and Reporting
• Should be flexible in shift timings
• Strong organizational skills to give the team direction.

Preferred Qualifications/ Skills

• Multinational/ BPO background is preferred
• Lean Six Sigma Trained and Tested