Management Trainee
Genpact
- Muntinlupa City, Metro Manila
- Permanent
- Full-time
- Driving performance (efficiency, quality, hygiene) management of your team member to meet all SLA’s
- Will be solely responsible for training your team on product, process & policy and keeping your team up to date on policy/process update/policy disseminations
- Continuously improve the delivery process to attain a consistent & stable level of operations
- Manage relationships with client Moderation team, liaising with internal stakeholders and external partners regarding all things related to the business
- Manage escalations and provide timely resolution
- Basis RCA, effective coaching & feedback to be shared with team members
- Conduct performance reviews of each team member and explain / set career development path & opportunities for team members
- Partner with stakeholders such as training, WFM, quality, policy, and client Moderation team to ensure continuous alignment with the business roadmap and content moderation best practices
- Report & escalate system issues / bugs/ downtime to management as necessary and in a timely manner
- Identify new opportunities to enhance existing organizations, services, operations etc.
- Should be a subject matter expert for all processes, policies and protocols
- Should invest time in self-development and learning. Also, should dedicate quality time in upskilling the team members
- Continuous Learning: Leverage Genome plus learning & development teams across the organization to upskill budding talent to create & nurture future support staff/leaders within the process
- Ops Modernization: Leverage digital solutions & platforms built at Genpact to update dashboards to enable intuitive and well reported 360-degree operations
- Any Graduate
- Relevant years of experience as a team leader in a content moderation / trust & safety workspace managing a team of 15 to 20 moderators
- Excellent communication and people management skills
- Flexibility and the ability to delivery excellence amidst constant change
- Flexibility in hours of work & ability to work in shifts
- Proficiency in MS office (Excel, PowerPoint)
- Possess excellent business acumen, qualitative and quantitative problem-solving skills