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Assistant Vice President, Banking Customer Care for Voice Processes – OnSite South Africa

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 Assistant Vice President, Banking Customer Care for Voice Processes – OnSite South Africa

The Operating Leader manages a team of Operations Managers and Front-Line Managers, ensuring their development in relation to the needs and expectations of the client they are assigned to. This person serves as a primary level of contact to both internal Stakeholders within Genpact and Client Stakeholders. The Operations Leader is tasked to drive actions that maximize productivity and create a profitable business partnership. This person assists in training, mentoring, coaching, and motivating the Operations Managers and Front-Line Managers to ensure that they are able to perform based on the agreed KPI metrics.

Responsibilities

  • Own end-to-end client service delivery and P&L
  • Drive and lead new/existing relationships with a set of valuable clients leading to a balanced P&L
  • Work closely with client CXO’s and process owners, Genpact operating teams and global relationship managers for key accounts
  • Develop a strategy for winning and transitioning new deals while running and growing the existing relationships
  • Assist the GOL with managing a line(s) of service in an omnichannel process, keeping a well-organized planning for a, but not limited, specific Geographical location
  • Manage day to day activities across all Genpact required activities, ensuring a seamless customer experience throughout the Customer Service journey
  • Assist the GOL with planning and executing the strategies to ensure the delivery of the agreed SLAs with the Client(s)
  • Enforce Genpact’s guidelines and policy across the operations team
  • Partner with Training and other Support Functions to ensure a seamless operation
  • Track, analyze and monitor performance of the teams under their care
  • Manage and train junior members of the team
  • Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s)

Qualifications we seek in you!

Minimum Qualifications

  • Experience as Operations Manager, Operating Leader or similar in a Voice Process
  • Very good understanding of Customer Service integral components
  • College Degree
  • Self-motivated with ability to work both independently and as part of a team;
  • Ability to handle client on one-on-one basis, via e-mails and calls;
  • English Proficient – both written and spoken
  • Excellent written and oral communication skills and detail-oriented;
  • Great customer orientation, crisp communication skills, positive and proactive attitude, result-oriented;
  • Ability to learn, adapt, upskill, and work independently;
  • Very good planning & project management skills; team player;
  • Ability to work under tight deadlines across multiple projects in parallel and different time zones. Good prioritization skills;
  • Working experience in PowerPoint, Word, and Excel
  • Numerical Skills for Analysis and Reporting

Preferred Qualifications/ Skills

  • Multinational/ BPO background is preferred
  • Digital Technology and Applications Acumen/Extensive experience
  • Lean Six Sigma Certified

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.

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Confirmed 9 hours ago. Posted 9 days ago.

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