Assistant Vice President

Assistant Vice President - BCM Operations - BFS034421

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 - BCM Operations

The Assistant Vice President, Operations for Banking and Financial Services is responsible for the execution of all assigned operations, ensuring all the delivery centers meets customer and organization needs.  This position provides leadership and management to Banking client's staff and actively gives to operational targets as well as business decisions. This role will have a tactical approach to Customer Care, People Management, Quality Management, Workplace Planning, Mentoring, Development and Training.

Responsibilities

· Collaborate with senior management as it relates to business growth, strategy, and operational planning.

· Take a lead and work with digital teams to introduce breakthrough technology solutions (E.g.: RPA) into existing operations.

· Lead service delivery operations to achieve/exceed business expectations.

· Ability to lead large teams across multiple locations & be able to assimilate & encourage cultural diversity.

· Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps. 

· Lead knowledge design, implementation & support for complex domain. Monitor & review solution implementation process in a reciprocal manner.

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

· Be responsible for the way in implementing  new technologies in operations and display executive presence.

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

· Maintain & grow excellent customer relations – focus on improving NPS.

Qualifications we seek in you!

Minimum Qualification

· Graduate of a Business or Management degree, with prior extensive experience in banking domain / industry  

· Ability to engage senior client management on offerings, emerging issues in focus sectors, lead project scope discussions and provide insightful recommendations.

· Experience demonstrating Digital and Analytics to drive the service line.

· Process transformation experience

· Experience of leadership.

Preferred Qualifications / Skills

· Outstanding negotiation, interpersonal, verbal, and written communication skills.

· Measurable experience in leading and growing profitable voice contact center operations and BPO services. 

· Subject matter authority contacts center operations in various industries, such as banking, insurance, healthcare, technology, retail etc. 

· Demonstrate working knowledge of lean six sigma framework to drive continuous performance improvement.

· Analytical problem-solving skills with an outstanding attention to detail.