Assistant Vice President, Banking Customer Care for Voice Processes – OnSite South Africa-BFS034598 at Genpact

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 KPImetrics.

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 Qualifications

• Experience as Operations Manager, Operating Leader or similar in a Voice Process
• Very goodunderstanding 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 goodplanning & 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