Vice President, Customer Service Operations

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 Vice President, Customer Service Operations

In this role, you will Lead the service delivery operations of the contact center, ensuring high levels of customer satisfaction and operational efficiency

Responsibilities

Develop and implement strategies to optimize service delivery processes and workflows.

· Monitor key performance indicators (KPIs) and metrics to track performance and identify areas for improvement.

· Provide leadership and guidance to a team of customer service representatives and supervisors.

· Foster a culture of continuous improvement and excellence in customer service delivery.

· Collaborate with cross-functional teams to address customer issues and enhance the overall customer experience.

· Ensure compliance with company policies, procedures, and regulatory requirements.

· Prepare and present reports and analysis on service delivery performance to senior management.

Qualifications we seek in you

Minimum Qualifications / Skills

Relevant years of overall experience with minimum years of latest experience in Voice Business.

· Exposure to Banking and financial industry mandatory

· Functional expertise in contact center / customer experience domain mandatory; digital, operations analytics experience optional.

· Experience applying a variety of advanced analytical tools and methods to business challenges

· Ability to influence cross functional teams and drive analytical initiatives

· Demonstrated ability to set strategy/direction and follow through on execution while maintaining high levels of quality

· Proven track record of exceeding performance expectations and delivering results

· Experience attracting top analytic talent

· Ability to manage, coach and mentor leaders and team member

Preferred Qualifications/ Skills

Team player – Should be able to collaborate and maintain a positive working relationship with colleagues across functions.

· Relevant experience – Proven experience in product development, partnership management, and business transformation within the contact centre or similar industry.

· Prior GenAI knowledge or experience of working on GenAI projects.

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