Genpact is looking to fill the role of Global Operations Lead for a Retail Client in Procurement & Master Data Management domains. It is a leadership role which includes strategic account planning, best in class service delivery (activities includes sourcing, supplier negotiations, procurement operations, category insights and Master Data Management), transformation for a key Retail client ensuring all Genpact Delivery centers meet customers and organization needs.

• Transition the in-scope activities from Client’s existing shared services/markets to Genpact delivery centers
• Create seamless delivery & governance framework for Delivery Teams to consistently deliver on client expectations (contractual & beyond)
• Collaborate with client’s senior stakeholders and Genpact service lines to develop account level growth strategy and transformation roadmaps
• Continuously monitor P&L metrics and make efforts to exceed the financial targets (all financial metrics are measured quarterly).
• Deliver Genpact’s digitalization strategy through leveraging the latest disruptive technologies such as GenAI (Generative AI), Robotics Process Automation (RPA), Analytics, Partnership ecosystem as well as new-age technological enhancements within the in-scope domains to enhance operational delivery and customer experience
• Continuous monitoring of operational (contractual & non-contractual) deliverables; Highlight focus areas or Help Required to Stakeholder and Genpact internal leadership team (CoE Leader, GDL, GRM, CP etc.) time to time.
• Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs in operations. Develop and implement improvement plans to close performance gaps.
• Be a senior escalation point for resolving customer & internal issues. Handle escalations confidently, identify key risks, and agree/implement mitigation plans to ensure repeat complaints are eliminated
• Have a thorough understanding of contractual commitments and financial planning for the account; raise proactive flags when there is a deviation
• Maintain & grow excellent customer relations – focus on improving NPS. Take personal ownership for actions plans.
• Work with the client to understand key requirements and translates them into delivery plans capable of being executed effectively by Genpact to agreed timescales
• Work with client’s retained organization to assist with communication of key process changes to drive program adoption within client teams
• Work with the client retained & Genpact delivery teams to identify transformation and productivity opportunities (contractual & beyond) along with Genpact’s Lean Digital/Transformation Team and build a time-bound transformation roadmap for execution.
• Ensure delivery of all contractual SLAs like savings targets, timely deliveries, quality assurance, timely FTE productivity etc. as applicable.
• Proactively engage with internal Genpact teams to upskill team members time to time, retention of knowledge & expertise, appropriate technology interventions to reduce manual efforts and people dependencies across Procurement & MDM processes
• Collaborate for the new deal (RFPs) process including solutioning, pricing, due diligence, transition, and stabilization.

Minimum Qualifications / Skills

• Bachelors/master’s degree from a reputed University
• Subject matter expert in sourcing & procurement and MDM (academic knowledge should suffice) operations – the ability to coach & mentor team members across all delivery centers
• Minimum years for Retail (BPO) experience in Procurement and/or MDM space; overall experience >relevant years.
• Experience of running large teams (~500 FTEs) in shared service model, preferably 3rd party set up.
• Demonstrate working knowledge of the six sigma and technology driven improvements/transformation
• Commercial savviness demonstrated by building solutions that work for both Client and Genpact, ability to innovate commercial models to protect Genpact’s interest and client’s business objectives
• Proven record of running large scale delivery operations spread across different regions supported by robust governance, CI framework and innovation mindset
• A thorough understanding of financial metrics (P&L) is required to be monitored to assess the financial health of the delivery.
• Ability to lead a large team across multiple locations & be able to assimilate & encourage cultural diversity and consistent operations
• Influencing skills, creative thinking/innovative mindset
• Effective mentoring and relationship building skills with the ability to effectively lead group and interpersonal conflict situations

Preferred Qualifications

• Professional certification in Procurement is desirable
• Working knowledge of one of the popular ERPs (e.g., Coupa, Ariba, SAP etc.) is an advantage