Customer Experience Director
1 day ago
We invite applications for the role of Banking Customer Care for Voice Processes – Assistant Vice President, OnSite South Africa. This is an exciting opportunity for a seasoned leader to join our team and drive actions that maximize productivity and create a profitable business partnership.
The Operating Leader will manage 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 will serve as a primary level of contact to both internal Stakeholders within Genpact and Client Stakeholders.
Responsibilities- Client service delivery and P&L ownership.
- Leading new/existing relationships with valuable clients to achieve a balanced P&L.
- Closely working with client CXO's, process owners, and Genpact operating teams for key accounts.
- Developing a strategy for winning and transitioning new deals while running and growing existing relationships.
- Managing a line(s) of service in an omnichannel process and planning for a specific geographical location.
- Ensuring a seamless customer experience throughout the Customer Service journey.
- Planning and executing strategies to deliver agreed SLAs with Clients.
- Enforcing Genpact's guidelines and policies across the operations team.
- Partnership with Training and Support Functions for a seamless operation.
- Tracking, analyzing, and monitoring performance of teams under care.
- Managing and training junior team members.
- Staying up-to-date with best practices for a continuous improvement environment.
- A competitive salary.
- Secure employment agreements.
- A multicultural and diverse work environment.
- Professional trainings and career development opportunities.
- 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.
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Customer Experience Director
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