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Customer Service Manager for Banking Operations

1 week ago

Randburg, Gauteng, South Africa Genpact Full time

Job Overview

Genpact is a global professional services and solutions firm delivering impactful outcomes that shape the future. As a Front-Line Manager in Banking Customer Care, you will play a crucial role in ensuring client satisfaction by managing day-to-day activities of the team.

You will work closely with the Operations Leader to ensure seamless customer experiences throughout the service journey. This includes identifying focus teams, providing coaching and training materials, monitoring call quality, analyzing performance metrics, and enforcing Genpact's guidelines and policies.

The ideal candidate will have experience as a trainer, front-line manager, quality analyst, or similar in a voice process. You should possess excellent written and oral communication skills, be detail-oriented, and have strong organizational skills to lead the team effectively.

Key Responsibilities
  1. Liaise between the Operations Leader and the team to ensure prompt and accurate service delivery.
  2. Drive team performance by meeting daily service level metrics while maintaining high accuracy.
  3. Provide mentorship and development opportunities to associates.
  4. Facilitate team meetings and meet defined quality, customer experience, and efficiency requirements.
  5. Identify areas for improvement and develop strategies to address them.
  6. Work closely with the Training and Call Quality team to ensure effective implementation.
  7. Track, analyze, and monitor team performance regularly.