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

4 days ago

Johannesburg, Gauteng, South Africa Genpact Full time

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Banking Customer Care for Voice Processes – Assistant Vice President, 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 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 youMinimum 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.
What can we offer?
  • Attractive salary.
  • Consistent job openings with secure employment agreements.
  • Work in a multicultural and diverse environment with employees from over 30 countries.
  • Genpact supports professional trainings and great career development opportunities.
  • Free access to our award-winning learning platform.
  • Comprehensive benefits package including life and medical insurance, additional vacation days, partner discounts, and more country-specific perks.
  • Access to our referral program, empowering our employees to recommend qualified candidates and earn rewards for successful hires.

In case Genpact does not respond to your application within 30 days, please consider it was not successful for the current recruitment process for this role.

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 respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

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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