Banking Customer Care - Assistant Manager - English - On Site Johannesburg - Johannesburg
Genpact LTD
With a startup spirit and 115,000 curious and courageous minds, we have the expertise to go deep with the world's biggest brands-and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better. Inviting applications for the role of Banking Customer Care - Assistant Manager - English - On Site Johannesburg In this role, you will be responsible for liaising between the Operations Leader and the team of associates, to ensure the client's services are delivered promptly and accurately in accordance with the Service Level Agreement's. You are encouraged to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing mentorship and development to associates, facilitating team meetings, and meeting defined quality, customer experience and efficiency requirements. As a Sr. Front Line Manager you are expected to be ready to take a higher role as Operations Manager in a short period of time if needed. This is a transition role. Responsibilities Should be operation expert and able to handle 15-20 resources Managing the day-to-day activities of the team Manage day to day activities across all Genpact required activities, ensuring a seamless customer experience throughout the Customer Service journey Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team's performance Monitor and evaluate calls using evaluation standards and forms mandated by the client Provide analysis in evaluated calls and identify gaps that impact KPIs Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics Works closely with other members of the Training and Call Quality team to ensure effective implementation Create Governance Reporting such as weekly and monthly decks 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 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 trainer, front line manager, quality analyst or similar in a Voice Process Very good understanding of Customer Service integral components High School Graduate 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; 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 Should be flexible in shift timings Strong organizational skills to give the team direction. Preferred Qualifications/ Skills Multinational/ BPO background is preferred Lean Six Sigma Trained and Tested What can we offer? Attractive salary; Stable job offers - employment contract Work in a multicultural and diverse environment with employees from over 30 countries Genpact supports professional tranings and great career development opportunities Free access to our award-winning learning platform Benefits such as Medical Aid, Retirement and risk benefits 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. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube. 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. '1296193
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