Sr. Manager

3 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 [Sr. Manager, Operations – Customer Care
]
In this role, you will be working as a Sr. Manager, will be leading a large team of 150+ employees for an Australia based leading financial institution primarily dealing in Retail banking – Credit card, Personal Loan & Auto Loan with Voice Contact Center (Australia / New Zealand’s region, prior exposure would be added advantage.

Responsibilities
• Need experience in leading large teams(Australia, NewZealand or ok with UK, Europe & USA) in the customer service & Customer onboarding environment. Be able to deliver optimum customer satisfaction and ensure that the teams remain engaged and motivated to grow their career with the organization.
• Assumes responsibility for effectively overseeing Call Center functions. Ensures all customer questions and complaints are resolved in a timely manner. Completes research and resolves documentation errors or discrepancies on complex customer problems. Ensures Call Center operations further Company strategic plans and are in accordance with established policies and procedures.
• Monitors service delivery and ensures excellence in service levels. Ensures deadlines and targets are met. Promotes goodwill and a positive image of the Company
• Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement. Oversees the activities of Call Center Representatives. Assigns, schedules, and coordinates personnel. Directs daily operations. Identifies, develops, and implements training programs as appropriate. Ensures that Call Center reps are thoroughly trained in all products and services.
• Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed. Should be able to coach, mentor and help all his/her direct reports to be motivated and engaged to grow their career with Genpact. Assists in interviewing and assigning new personnel as necessary
• Performance metrics will include call center operations are effective and professionally conducted. Representatives are properly trained and customer service standards are at the highest level. All related records and reports are complete and current. Professional relations exist with customers, vendors, and other external business contacts. 
• Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis
• Problem Solving: Should be tactical and be able to solve day to day operations issues and should be able to understand Service Delivery metrics 
• Time Management: Should be able to manage his/her own time well and coach front line managers and agents staff to do the same. 
• Out of box thinking : Use initiative and demonstrate creativity in solving problems for Genpact customers
Qualifications we seek in you
Minimum Qualifications / Skills
• Minimum 12+ years of experience in a Contact Centre Operations role
• Should understand Contact Centre Operations KPIs 
• Should have comprehensive knowledge customer onboarding process – Credit card & Personal Loan
• Understanding of lending and proof of income assessment to make decision on application
• Ability to initiate & execute performance improvement plans
• End to end feedback management for product improvement
• Should have successfully completed performance improvement projects
• Ability to establish credibility and rapport with all key stakeholders, internal and client
• He/she should thrive in a fast-paced and ambiguous environment.
• Should have done volume forecast & capacity planning
• Should have strong MIS & analytics skills
• Ability to handle pressure
• Strong written and verbal communication skills
• Should have good presentation skills
• The candidate should be a high performer who craves the challenges of career growth and development, and a natural leader. Should be engaging, influential and motivating, and have outstanding communication skills

Preferred Qualifications/ Skills
• Relevant experience as a Senior Operations Leader with experience in a customer service environment (preferably with ITES, Internet, social networking organization)
• Has experience in the Internet-based process 
• Prior experience in banking and the Customer service industry

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