Job Description

Genpact (NYSE: G) 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

.

Powered by our purpose - the relentless pursuit of a world that works better for people - 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.

Inviting applications for the role of

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. The

Operations Leader

is tasked to drive actions that maximize productivity and

create

a profitable business partnership.

This person

assists in training, mentoring, coaching, and motivating the

Operations Managers and

Front-Line Managers to ensure that they are able to perform based on the agreed

KPI

metrics.

Responsibilities

Own end-to-end client service delivery and P&L

Drive and lead new/existing relationships with a set of valuable clients leading to a balanced P&L

Work closely 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 the existing relationships

Assist the

GOL

with managing a line(s) of service in an omnichannel process, keeping a well-organized planning

for a, but not limited, 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 the strategies to ensure the delivery of the agreed

SLAs

with the Client(s)

Enforce Genpact's guidelines and policy across the operations team

Partner with Training and other Support Functions to ensure a seamless operation

Track, analyze and

monitor

performance of the teams under

their

care

Manage and train junior members of the team

Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s)

Qualifications we

seek

in you!

Minimum

Q

ualifications

Experience as

Operations Manager, Operating Leader

or similar in a Voice Process

Very good

understanding of Customer Service integral components

College Degree

Self-motivated with ability to work both independently and as part of a team;

Ability to handle client on one-on-one basis, via e-mails and calls;

English Proficient - both written and spoken

Excellent written and oral communication skills and detail-oriented;

Great customer orientation, crisp communication skills, positive and proactive attitude, result-oriented;

Ability to learn, adapt,

upskill,

and work independently;

Very 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

Q

ualifications

/ Skills

Multinational/

BPO

background is preferred

Digital Technology and Applications Acumen/Extensive experience

Lean Six Sigma Certified

What can 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

In case Genpact does not respond to your application within

30 days

, please consider it was not successful for the current recruitment process for this role.

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. Get to know us at

genpact.com

and on

LinkedIn

,

X

,

YouTube

, and

Facebook

.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants

are not required to

pay to

participate

in our hiring process in any other way. Examples of such

scams

include

purchasing

a 'starter kit,' paying to apply, or

purchasing

equipment or training

.

JobAssistant Vice President

Primary LocationSouth Africa-Johannesburg

Education LevelBachelor's / Graduation / Equivalent

Job PostingFeb 26, 2025, 5:33:25 AM

Unposting DateApr 27, 2025, 1:29:00 PM

Master Skills ListOperations

Job CategoryFull Time