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 Operations – Manager – English – On Site Johannesburg

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 ultimately 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 client service delivery and aligned PL
• Drive efficiency and zero surprises operations
• Work closely with the client Stakeholders and Genpact’s Service Delivery Leader (SDL), process owners and other operating teams
• Develop a strategy for excellency at delivery in both operations and finances
• Assist the SDL 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 SDL with planning and executing the strategies to ensure the delivery of the agreed SLA’s 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
• 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
• College Degree
• KYC Experience
• Digital Technology and Applications Acumen/Extensive experience
• Lean Six Sigma Certified

What can we offer?
• Attractive salary and benefits such as Medical Aid, Retirement and risk benefits
• Work in a multicultural environment;
• Various trainings (technical soft skills);
• Development opportunities in a growing multinational company;

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 diversity and inclusion, 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.