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Digital Process Executive

1 week ago

Johannesburg, Gauteng, South Africa Genpact Full time

We are looking for a seasoned leader to join our team as Banking Customer Care for Voice Processes – Assistant Vice President, OnSite South Africa. The ideal candidate will have extensive experience in operations management, customer service, and leadership.

This is an exciting opportunity to 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.

Key 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.
Benefits
  • 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.