Job Description

With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world\xe2\x80\x99s biggest brands\xe2\x80\x94and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We\xe2\x80\x99re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we\xe2\x80\x99re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

We are inviting applications for the manager role of Senior Associate, Complaint Owner

The role of a Complaint Owner is to manage life cycle of the customer complaints effectively and efficiently and also to ensure complaints close in time.

Responsibilities

• Project Planning: Develop a comprehensive project plan, including defining project goals, objectives, scope, deliverables, and timelines. Identify project stakeholders and establish effective communication channels.

• Resource Management: Determine and allocate the necessary resources, required for project execution (Life cycle to close costumer complaints).

• Team Leadership: Build and lead a project team by assigning tasks, providing guidance, and motivating team members to achieve project goals.

• Risk Management: Identify potential risks and develop risk mitigation strategies. Regularly assess project risks and implement appropriate measures to minimize their impact.

• Communication and Reporting: Facilitate effective communication between project stakeholders, team members. Provide regular project status updates, progress reports.

• Complaint Resolution: Responsible customer complaints to assure the underlying appropriate course of action to resolve the issues.

• Escalation Management: Identify and escalate complex or high-priority complaints to the appropriate departments or management, ensuring a timely resolution.

• Collaboration: Collaborate with cross-functional teams, including customer support, sales, product development, and quality assurance, to gather information and resolve customer complaints effectively.

• Process Improvement: Identify trends or recurring issues in customer complaints and provide feedback to the relevant teams to improve products, services, and processes.

• Training and Support: Provide guidance and training to customer support representatives on effectively handling customer complaints, ensuring a consistent and customer-focused approach.

Qualifications we seek in you!

Minimum Qualifications

• Bachelor\xe2\x80\x99s degree in relevant degree in a field such as project management, biomedical engineering, life sciences, pharmaceutical sciences, or a related discipline.

• A minimum year of experience in Project Management complaint handling or customer service roles.

• A minimum years of experience complaint handling.

• Demonstrated experience in managing projects from initiation to completion is essential.

• Experience understanding the regulatory requirements and reporting processes involved in MDR compliance. In depth knowledge of relevant regulations and standards (e.g., FDA regulations, ISO 13485, GMP). Desire

• Knowledge of customer relationship management (CRM) systems and complaint management software.

• Familiarity with relevant in project management and best practices

• Flexibility to adapt to changing priorities and handle multiple complaints simultaneously.

• English B2+

Preferred Qualifications

• Ability to work collaboratively in a team environment.

• Excellent problem-solving and analytical abilities.

• Detail-oriented with strong organizational and documentation skills.

• Strong interpersonal and communication skills, both written and verbal to effectively engage and manage relationships with project stakeholders, including clients, team members, vendors, and executives.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a \'starter kit,\' paying to apply, or purchasing equipment or training.

Genpact