Assistant Vice President

Assistant Vice President - Contact Centre Operations - BFS035597

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, Contact Centre Operations

The role of a Global operating leader in Genpact is a high visibility role with an accelerated career path and immense growth potential. We are looking for a self-starter who is upbeat, agile, and can effectively lead operating teams, enabling them to deliver compelling financial outcomes while improving efficiency.

Responsibilities

· Own the overall operations (Process management, P&L management, Client management, People Management, Performance Management, Strategic Initiatives, etc.) for a Banking Customer Service and Collections account

· Handling the entire collections - end to end with span of large team

· Engage operations and support functions for ensuring the success of the program

· Handle clients and internal Business and partner with them to effectively run the outsourced program

· Collaborate for new deal process including solutioning, pricing, due diligence, transition, and stabilization.

· Be a senior partner concern point for resolving customer & internal issues.

Qualifications we seek in you!

Minimum Q ualifications / Skills

· Previous experience in the Customer Service space with and with confirmed tenure in mid/senior management role in the Shared Services industry and should be a subject matter expert on various aspects of financial services/ Banking. 

· Experience in directly leading and running an Operations team and be directly accountable for outcome metrics per the agreed SLA by the clients

· Understanding of Performance measurements and ability to lead 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

· Outstanding customer relationship skills

· Experience holding and representing the Program independently in Customer Reviews and visit

Preferred Q ualifications / Skills

· 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