Banking Customer Care for Voice Processes needed at Genpact

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 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 Qualifications/ Skills 

• Multinational/ BPO background is preferred 
• Digital Technology and Applications Acumen/Extensive experience 
• Lean Six Sigma Certified