Assistant Vice President - Global Quality, Training, and Policy Lead

Collaboration with Teams:

Work closely with the Ops Excellence team to leverage the power of artificial intelligence technology and integrate it into our operations.

Responsible for defining Quality, Training & Policy Management Blueprint as the expert in in collaboration with other teams.

Responsible for defining, implementing, and governing organizational structure, roles & responsibilities blueprint for quality, training, and policy in collaboration with the Global Ops team.

Responsible for defining and implementing internal KPIs and reporting standards for QTP team in collaboration with reporting team.

.Partner with the T & S service: line to collaborate on defining strategic best in class QTP blueprint

Gain a deep understanding of the client%27s needs and requirements, ensuring a comprehensive understanding of their expectations and desired outcomes.

Effectively communicate and translate the client%27s changes and requirements to develop a tailored solution within the Genpact environment

.Deals & Pursuits: actively contribute to the creation of solutions that are centred around Quality and Training, based on market best practices.

Utilize expertise in quality management and training methodologies to develop innovative solutions that align with market trends and industry standards.

Work closely with the Sales and Business Development teams to articulate the value proposition of the Quality and Training solutions to potential clients.

Collaborate with subject matter experts and thought leaders within the organization to leverage their expertise and insights in developing the solutions.

.BAU activities:

Ensuring the right level of engagement and alignment between the Global and Regional teams In-rhythm with theGlobal operational standards, i.e., communication, implementation of actions & performance achievement(s) across the Global account.

Provide support, guidance and best practice sharing with a focus on Quality, policy & training solutions for theGlobal Site Strategy in collaboration with the key stakeholders form the Global and Regional organization

Provide input/best practice sharing to support Training Curriculum Development (Supplemental content) Training Preparation and PlanningNew Hire Training (Customer Facing Roles) Ongoing Training and Verification (CustomerFacing Roles) Performance and Outlier Management (including aligned incentive programs) Action Planning (PTG, Bridge plan) Client change requests

Additional task can be assigned at any time, based on the growing business requirements

Qualifications we seek in you!

Minimum Qualifications

.Bachelor&rsquos Degree or equivalent education

.Professional degrees/certifications related to Talent Development/Management preferred

Preferred Qualifications/ Skills

Technical Skills: (knowledge, experiences, IT tools/software, languages)

.Minimum of 5 years of relevant work experience as Quality Manager / Process Manager/Project manager or similar role in BPO (customer service or support with focus on customer satisfaction measure results)

.Minimum 5 years of experience in Trust & Safety domain

.Proven superior verbal and written communication skills (including business / professional writing) in English and preferably at least one other language, ability to communicate adequately on all management levels.

.Knowledge of service management and project delivery methodologies COPC, Six Sigma, DMAIC preferred - at least Six sigma green belt certified.

.Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote), high IT affinity