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 Assistant Vice President, Contact Center / Customer Experience Analytics
In this role, you will be accountable for management of complex/critical/large professional disciplinary areas within Banking and Capital Markets (BCM) vertical, along with delivery of a full range of services to one or more businesses/ geographic regions.
Responsibilities
Collaborate with Banking, Capital Markets, Cards and Fin-Tech operations and analytics teams.
Design, develop and deploy solutions that are specific to business /function needs.
Provide regular updates to clients across geographies to ensure alignment with priorities and focus areas.
Lead and direct a team of professionals. Requires a comprehensive understanding of multiple areas within a function and how they interact to achieve the objectives of the function.
Apply in-depth understanding of the business impact of technical contributions. Excellent commercial awareness is a necessity.
Excellent communication skills required to negotiate internally/externally, often at a senior level. External client facing communication skill is a necessary.
Accountable for the end results of an area. Exercises control over resources, policy formulation and planning.
Primarily affects a sub-function. Involved in short- to medium-term planning of actions and resources for own area.
Full management responsibility of a team or multiple teams, including management of people, budget, and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.
Qualifications we seek in you
Minimum Qualifications
Extensive experience in Analytics and Banking.
Exposure to Banking and financial industry mandatory
Functional expertise in contact center / customer experience domain mandatory; digital, operations analytics experience optional.
Experience applying a variety of advanced analytical tools and methods to business challenges
Ability to influence cross functional teams and drive analytical initiatives
Demonstrated ability to set strategy/direction and follow through on execution while maintaining high levels of quality
Proven track record of exceeding performance expectations and delivering results
Experience attracting top analytic talent
Ability to manage, coach and mentor leaders and team members
Preferred Qualifications/ Skills
M.Sc. (Statistics) M.A. (Economics)/MBA / Postgraduate would be preferred.
Strong Programming skills (SQL/ SAS/Python) with relevant years of experience
Strong understanding of financial industry and PL drivers for Consumer products
Strong ability to understand business requirements and define analytical solutions
Ability to manage delivery in a highly matrix organization
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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.
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.