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, Customer Service

We are looking for someone who will be responsible for leading the overall operations of a customer service vertical ensuring the performance is optimally handled for the business.

ResponsibilitiesDeliver on Financial goals for the business; find opportunities for Growth deliver on growth commitments; identify key cost metrics and ensure they are optimised. Partner with the BD, Solutioning, Sales team on Commercials, pricing, winning dealsTo ensure the personal development of the team membersDrive Process improvement in the process and continuously plan for process performanceAnticipate plan for new business; prepare for infrastructure and other growth related requirements; plan for resources based on work type and work volume projection and current available head count; and allocate responsibilitiesReview process performance and report out performance dashboardsEnsure adherence to SLA’s as agreed for the respective processesRegular liaison with the business contact pointsQualifications we seek in youMinimum Qualifications / Skills

Any GraduateExperience in leading large teams Prior Customer Management exposure is importantA keen knack towards problem solvingExcellent Communication skillsPreferred Qualifications/ Skills

GB CertifiedExperience in handling B2B processesExperience in leading an email customer service process

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.