Assistant Vice President

4 weeks ago

Gurugram, India Genpact Full time

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 - Client Health Lead

We invite applications for the role of Assistant Vice President - Client Health Lead. In this key operational and strategic role, you will enhance the value and satisfaction delivered to our customers by leading initiatives that drive insights from client data. You will be responsible for managing various touchpoints within the client health program, fostering strong relationships with third-party vendors, and ensuring the seamless execution of client satisfaction surveys across Genpact.

Responsibilities

-Leadership & Strategy: Lead 2x multidisciplinary team managers focused on health measurement and analysis, SFDC tools, as well as Genpact native platforms in support of our internal accounts. Develop and implement customer satisfaction strategies to improve overall client health across the business, collaborating with cross-functional teams for effective execution.

-Client Engagement & Insights: Conduct comprehensive customer satisfaction surveys and measurements using industry-standard practices (e.g., NPS, CSAT, CES). Analyze data from various sources, including CRM systems and digital platforms, to identify trends, patterns, and insights in order to inform and influence account and delivery strategy.

-Performance Monitoring: Monitor and track client health budgets, ensuring efficient allocation of user licenses and identifying cost optimization opportunities. Regularly assess the effectiveness of customer satisfaction initiatives, refining and optimizing based on performance data and stakeholder feedback.

-Collaboration & Communication: Partner with internal and external stakeholders to identify and implement solutions for enhancing client satisfaction. Establish and uphold customer satisfaction policies and best practices, providing necessary training and guidance.

-Technology Integration: Work closely with Salesforce, sales, marketing technology, and data teams to integrate various systems and automate processes related to client health. Lead the design and implementation of Gen AI solutions, overseeing the development of models and algorithms that enhance client engagement.

-Continuous Improvement: Foster a culture of continuous improvement and innovation, identifying and addressing customer concerns and areas for enhancement. Develop action plans to resolve issues and prioritize initiatives based on client feedback.

-Reporting & Analysis: Provide regular analysis and insights to executive leadership, highlighting key metrics related to client health and satisfaction, along with analysis of customer feedback and recommendations for optimization.

Qualifications we seek in you

Minimum Qualifications / Skills

-Master of Business Administration (MBA) from a Tier 1 institution.

-Relevant years of experience in customer satisfaction, customer experience, or a related field.

-Proven leadership skills with a track record of successfully driving customer satisfaction initiatives using metrics and tools such as NPS, CSAT, and CES.

-Deep knowledge of Salesforce (SFDC) and experience with customer satisfaction systems like Qualtrics, SurveyMonkey, and Zendesk.

-Familiarity with Natural Language Processing (NLP), Large Language Models (LLMs), and Retrieval-Augmented Generation (RAG).

-Proficiency in data visualization tools such as Tableau or Power BI.

-Strong project management skills, with the ability to prioritize and manage multiple projects in a fast-paced environment.

-Exceptional communication and presentation skills, capable of engaging stakeholders across all levels, including senior management.

Preferred Qualifications/ Skills

-Knowledge of statistical analysis and modeling techniques.

-Familiarity with marketing automation tools.

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