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

    Genpact
    Genpact Johannesburg

    2 days ago

    Default job background
    Description

    Genpact seeks an Assistant Vice President for Banking Customer Care Voice Processes OnSite in South Africa.

    About Genpact

    We are a global professional services and solutions firm dedicated to delivering outcomes that shape the future. Our team of 125,000+ people across 30+ countries is driven by our curiosity, agility, and desire to create lasting value for clients. Powered by our purpose - a relentless pursuit of a world that works better for people - we serve leading enterprises with deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

    Job Description

    The Operating Leader manages a team of Operations Managers and Front-Line Managers, ensuring their development in relation to client needs and expectations. This person serves as the primary contact for internal stakeholders within Genpact and client stakeholders. The Operations Leader drives actions to maximize productivity and create a profitable business partnership. They assist in training, mentoring, coaching, and motivating the Operations Managers and Front-Line Managers to perform based on agreed KPI metrics.

    Responsibilities

    • Own end-to-end client service delivery and P&L.
    • Drive and lead new/existing relationships with valuable clients, resulting in a balanced P&L.
    • Collaborate 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 existing relationships.
    • Assist the GOL with managing lines of service in an omnichannel process, keeping a well-organized plan 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 strategies to ensure the delivery of agreed SLAs with Clients.
    • Enforce Genpact's guidelines and policy across the operations team.
    • Partner with Training and other Support Functions to ensure seamless operations.
    • Track, analyze, and monitor performance of teams under their care.
    • Manage and train junior members of the team.
    • Stay up-to-date with best practices to maintain a continuous improvement environment and added value to Genpact and its Clients.

    Qualifications We Seek in You

    Minimum Qualifications

    • Experience as Operations Manager, Operating Leader, or similar in a Voice Process.
    • Strong understanding of Customer Service integral components.
    • College Degree.
    • Self-motivation with ability to work independently and as part of a team.
    • Ability to handle client interactions via email and calls.
    • English proficiency – both written and spoken.
    • Excellent written and oral communication skills and attention to detail.
    • Great customer orientation, crisp communication skills, positive attitude, and proactive approach.
    • Ability to learn, adapt, upskill, and work independently.
    • 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 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.

    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.

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