Genpact

With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and 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’re 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’re 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.

Inviting applications for the role of the Triage Process – Manager – English – Hybrid Budapest!

If you are willing to take up a new challenge and find yourself easily in the operations support for the customer - seems we have just a perfect job offer!

Role Description

The Triage Manager is an integral member of the global complaint handling team whose primary role is to ensure that the Organization’s quality system requirements in relation to the global triage process are effectively established and maintained in accordance with applicable regulations. In this role, the employee will be responsible of the global triage process effectiveness through building and maintaining a strong, lean and effective team. The Triage Manager is responsible to meet, and exceed goals by providing customers’ excellent service and helping motivate the team to do the same using key metrics.

As a Triage Manager, you will be supervising a team of 2-3 Triage supervisors and 30-40 Data Surveillance Associates & Compliant Evaluators that are part of the triage team:

Responsibilities

• Work directly with the Triage supervisors in implementing the process goals and objectives for the triage team
• Ensure the KPIs & SLAs are timely reviewed and achieved as per management guidelines
• Training, coaching, consultable for the day-to-day tasks to ensure process effectiveness and fallback capacity in case of peak loads.
• Closely monitoring the daily activities performed by the triage analysts and have checks & balances in place to ensure zero escalations & 100% success rate
• Responsible for defining skill levels needed for assessments and reassessments of global inquiry into complaints. 
• Ensuring the skill level is maintained to perform routine assignments with minimal direction from the management team.
• Helping to establish a culture for Good Documentation Practices to ensure compliance with global medical device guidance documents.
• The deployment, establishment, and maintenance of skills level by (re-)training team members
• Ensuring training effectiveness as per training guidelines provided by the customer and to be implemented by the triage training managers
• Run weekly or demand basis performance dashboards and conduct metrics measurement to highlight the achievements & shortfalls in the operations 
• Assignment of global customer inquiries into dashboard queues in a timely manner
• Work with regional QA & global QA teams to implement QA strategies for the EMEA region
• Coordinate with regional leaders from Costa Rica, India & APAC for support & implementation of best practices.
• Assisting Global Triage team in the successful identification and resolution of quality issues associated with complaints.
• Sourcing native people from local languages as much as possible
• Supporting Supplier Audits for outsourced processes (remote or onsite audits)
• Compliance to Process documentation (SOPs, WIs, guide)
• On the Job Trainer for different roles in Triage
• Participating in meetings with regional leadership

Process management & Transition

• Shall be responsible for working closely with transition managers & regional leads to facilitate and coordinate all transition activities for the EMEA region.
• Drive process reporting, process optimization, process changes, IT system updates & roll-out, effectively into the team
• Participate in planning, roll out and tracking of milestones and own the responsibility of achieving the milestones.
• Manage the processes to ensure quality and timeliness of deliverables.
• Constantly enhance delivery sophistication. Bring about efficiency improvements.
• Perform any additional support activities that are required by the triage operations management team for the effective performance of the triage team

Working with Leadership & Client

• Periodic performance reporting & status updates to key stakeholders for the region including regional lead (RL), Global Service Delivery Lead (SDL) and Global Group Process Lead (GPL)
• Ability to provide inputs for planning & strategy to senior management including the RL, SDL & GPL.
• Follow appropriate governance mechanism to work with internal & client leadership and participate in the governances.
• Critical thinking that can help look beyond obvious and create hypothesis and discuss with leadership for recommended actions.

People Management

• Manage a multicultural and diverse team of 30-40 and ensure optimal and effective utilization of resources.
• Ensure there is clarity around priorities and goals of each of the team member.
• Should be able to counsel and coach team members effectively to achieve their goals.
• Should be able to guide and mentor TLs and bring about efficiency in overall process management.
• Manage goal settings, trainings, appraisals for all the team members.
• Effectively deal with conflict management

Qualifications we seek in you!

Minimum Qualifications / Skills

• Bachelor of Science degree with relevant experience in operations management in IT & ITES industries
• Relevant experience in managing processes with teams of 15-20 people
• Medical device or healthcare domain experience will be a great advantage
• Should have worked for customers in the EMEA region
• Native speaker of at least one EU language will be great advantage. Local language and English skills to be at C1/C2 levels in Written, Reading, Speaking & Listening

Preferred Qualifications/ Skills

• Experience in Medical Device / Healthcare domain
• Demonstrated working knowledge of Medical Device Quality Systems regulations including ISO 13485, 21CFR820, and 21CFR803
• Complaint Handling / Customer Service experience in the Medical Device / Pharmaceutical required.
• Knowing to speak/read/write in more than one EU languages will be an added advantage.
• Ability to effectively prioritize and manage workload. Should be very flexible in accommodating the daily work timings & the workload.
• Knowledge / ability to utilize various software / database sources.
• Friendly, patient, with a high sense of customer care

Work Timings 

• Business Days – Monday to Friday, 9am to 5pm, CET. Sometimes depending on the business need, the triage manager is expected to be flexible in the work schedule.
• Weekend Support – Saturday, 9am to 5pm, CET. Additional benefits shall be provided for associates supporting on Saturdays.

What can we offer? 

• Multicultural and very diverse environment with people from over 30 countries 
• Genpact supports language courses, professional trainings, personal development 
• Friendly working environment (Best Office Award 2015), including gym, cafeteria, hairdresser and a medical center, all conveniently located on the office campus 
• Great career-development opportunities 
• Opportunities to leverage your accounting and finance skills 
• Opportunity for process improvement/simplification/standardization 
• Flexible working hours/home office 

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 www.genpact.com. 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.