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    • Banking Customer Care for Voice Processes – Assistant Vice President, OnSite South Africa-BFS042419 - Johannesburg - Genpact

    Genpact
    Genpact Johannesburg

    3 days ago

    Default job background
    Technology / Internet
    Description

    Global Professional Services and Solutions Firm

    Genpact 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.

    Purpose - The Relentless Pursuit of a Better World

    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.

    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.

    Responsibilities:

    • Own End-to-End Client Service Delivery and P&L
    • Drive and Lead New/Existing Relationships with Valuable Clients
    • Work Closely with Client CXO's and Process Owners
    • Develop a Strategy for Winning and Transitioning New Deals
    • Assist with Managing a Line(s) of Service in an Omnichannel Process
    • Manage Day-to-Day Activities Across All Genpact Required Activities
    • Ensure Seamless Customer Experience Throughout the Customer Service Journey
    • Enforce Genpact's Guidelines and Policy
    • Partner with Training and Other Support Functions
    • Track, Analyze, and Monitor Performance of Teams Under Their Care
    • Manage and Train Junior Members of the Team
    • Maintain Up-to-Date Knowledge of Best Practices

    Qualifications We Seek in You

    Minimum Qualifications:

    • Experience as Operations Manager, Operating Leader, or Similar in a Voice Process
    • Understanding of Customer Service Integral Components
    • College Degree
    • Self-Motivated with Ability to Work Independently and as Part of a Team
    • Excellent Written and Oral Communication Skills
    • Ability to Handle Client Interactions
    • English Proficiency
    • Detail-Oriented and Result-Oriented
    • Ability to Learn and Adapt Quickly
    • Planning and Project Management Skills
    • Numerical Skills for Analysis and Reporting

    Preferred Qualifications/Skills:

    • Multinational/BPO Background
    • Digital Technology and Applications Acumen
    • Lean Six Sigma Certified

    What Can We Offer?

    • Attractive Salary
    • Secure Employment Agreements
    • Cultural Diversity and Inclusion
    • Professional Training and Career Development Opportunities
    • Comprehensive Benefits Package
    • Access to Referral Program

    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.

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