Assistant Vice President, Contact Centre Lead

Ready to shape the future of work? 
At Genpact, we don't just adapt to change—we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges. 
If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment. 
Genpact (NYSE\: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Assistant Vice President, Contact Centre Lead
In this role, the person will be responsible for leading the overall operations of a financial services account. Will also be responsible to engage operations and support functions for ensuring the success of the program. Would be accountable for handling clients and internal Business Leaders and partnering with them to efficiently own the outsourced program.

Responsibilities

•    With previous experience in the Customer Service space with confirmed tenure in mid/senior management role and should be subject matter expert on various aspects of Banking, Fintech, and clear understanding of operating models on Chat, Voice, Email or Support teams functioning in a 24 x 7 environment. 

•    Experience in directly leading and running an Operations team and be directly accountable for outcome metrics in accordance with the agreed SLA by the clients

•    Understanding of Performance measurements and ability to run day to day performance such as Productivity, C-Sat, Efficiency, Shrinkage among others.

•    Identifying and leading continuous improvement projects through Lean & Six Sigma Tools for achieving a better business outcome

•    Holding and representing the Program independently in Customer Reviews and visit

•    Balancing critical issues and customer concerns

•    Establishing/maintaining a customer-centric culture

•    Acquiring references, case studies, and testimonials from customers

•    Have the ability and experience of cross-functional teamwork and partnership skills

Qualifications we seek in you
Minimum Qualifications / Skills

•    Bachelor's degree preferred

Preferred Qualifications/ Skills

•    Good oral, written communication skills, excellent customer relationship building skills, good interpersonal and leadership skills; proven track record to analyze and resolve problems; ability to detail, plan, market, and execute programs

Why join Genpact? 

•    Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation 

•    Make an impact – Drive change for global enterprises and solve business challenges that matter 

•    Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities 

•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 

•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters\: Up. 
Let's build tomorrow together. 

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 respect and integrity, customer focus, and innovation.  
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.