Takes ownership for the execution and change management for medium to large scale strategic and core operational activities within Service Operations. Leads and facilitates large cross-functional teams in the implementation of business solutions affecting employees, customers and agents aligning with the enterprise strategy. Collaborates with cross functional teams and key stakeholders across the enterprise to build effective relationships and lead the delivery of initiatives and implement solutions aligned with the enterprise strategy. Provides business analytics and problem resolution alternatives aimed at the improvement of service, efficiency and quality.
Essential Job FunctionsActs as project lead in the identification and development of business solutions, execution of strategic initiatives, research, analysis and documentation. Leads the execution and change management of medium to large scale strategic and core operational initiatives supporting people, processes, tools, and technology. Supports project execution and change management of large, high-level complex operations projects. Collaborates with stakeholders to execute on projects and core operational initiatives that support strategy within the portfolio. Partners closely with cross functional teams such as Digital, Product, IT and Underwriting to create solutions supporting business objectives. Leads and supports change management execution activities including impact analysis, assessing change readiness and identifying key stakeholders. Collaborates with leadership, including executives, across the enterprise to build effective relationships in an effort to support the delivery of initiatives within the portfolio. Generates key insights that influence business decisions and solutions. Leads business analysis reviews and activities for business units to determine root cause analysis along with impact. Regularly develops and delivers presentations and communications supporting the execution of strategic initiatives and change management. Escalates issues affecting internal operations systems and external customers. Stays current on Service Operations change initiatives, and takes measures to understand and support change. Shares and takes action on research to drive improvements within Service Operations. Makes sound recommendations based on research of new technologies, techniques and tools to support the business. Provides mentorship and guidance to Operations Execution Analyst I. Performs other duties as assigned.
Requirements
SRM - Salesforce - Intermediate (4-6 Years)
MS office tools - Intermediate (4-6 Years)
PowerBI - Intermediate (4-6 Years)
Uniphore - Entry Level (1-3 Years)
Visio and other process mapping tools - Intermediate (4-6 Years)
Verint & Cisco - Entry Level (1-3 Years)
SQL basics - Entry Level (1-3 Years)
Co-pilot - Entry Level (1-3 Years)
Benefits
Competitive compensation and benefits package:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
Note: Benefits differ based on employee level.
About Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.
https://www.capgemini.com/us-en/about-us/who-we-are/
Skills Required
- Intermediate Salesforce experience, 4–6 years
- Intermediate Microsoft Office experience, 4–6 years
- Intermediate Power BI experience, 4–6 years
- Entry-level Uniphore experience, 1–3 years
- Intermediate Visio and other process-mapping tools experience, 4–6 years
- Entry-level Verint and Cisco experience, 1–3 years
- Entry-level SQL experience, 1–3 years
- Entry-level Copilot experience, 1–3 years
Capgemini Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Capgemini and has not been reviewed or approved by Capgemini.
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Healthcare Strength — Health coverage is positioned as comprehensive, spanning medical, dental, and vision alongside life and AD&D options. Additional wellbeing supports like employee assistance programs, gym discounts, and pet insurance broaden the value beyond core insurance.
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Parental & Family Support — Family-related benefits include maternity/paternity leave and broader family-forming support such as fertility and surrogacy assistance in some locations. Inclusive caregiving supports like back-up child and elder care and out-of-state medical travel are also highlighted.
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Equity Value & Accessibility — Equity participation is available through recurring employee share ownership or purchase programs, creating a longer-term wealth-building option in addition to salary. Eligibility and local access can vary, so confirming participation windows and requirements is important.
Capgemini Insights
What We Do
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50 countries. With its strong 50 year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2020 global revenues of €16 billion.
