Service Delivery Leader - Customer Care - Collections 4D

Service Delivery Leader - Customer Care - Collections

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description -

 Inviting applications for the role of Customer Support_Service Delivery Lead

Responsibilities 

• Lead a team of high performing customer service voice agents  

• Manage and support initiatives aimed at streamlining operations and improving customer experience metrics. 

• Achieve SLAs, productivity and quality metrics for your line of business/team members. 

• Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills. 

• Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes. 

• Utilize an in-depth understanding of metrics to drive data-backed business decisions. 

• Continuously add value through effective project management, dedicated prioritization and efficient execution. 

• Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken. 

 

Qualifications

• Customer obsessed, motivated by crafting a seamless support experience for our global customer base. 

• Vast relevant experience in financial services, technology and/or customer support. 

• People management experience in an operations environment. 

• Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions. 

• Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions. 

• Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity. 

• Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines. 

• Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment. 

• Availability to work shifts on weekends, and outside of the "standard" workday. 

• Excellent communication skills (written, verbal, and in presentation format), ability to simplify complex topics for broad audiences. 

Qualifications -

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications -

ITIL Foundation Certificate in IT Service Management - AxelosAxelos

Required Skills -

Account Maintenance, Accounts Receivable Collection, Audit Risk Assessments, Branch analytics & reporting, Campaign Analytics, Chargeback, Claims Analytics, Claims Resolution, Client Relations, Collections Analytics, Collections Management, Control Self Assessments, Generative AI, People Leadership, RPA Design and CM Principles, Transition Management

Language

English (Required)

Language Proficiency -

Advanced - C1

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Collections

Remote Type -

Hybrid

Work Shift -

Standard (Portugal)

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 
•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 
 
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  
Let’s build tomorrow together. 
 
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 respect and integrity, customer focus, and innovation.  
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.