Vice President, Contact Center Operations Leader – Banking
Genpact
Muntinlupa City, Metro Manila
Permanent
Full-time
27 days ago
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 Vice President, Contact Center Operations Leader – Banking!In this role, the Contact Center Operations Leader will provide leadership and actively own the operations for our Banking Client/s delivering on client and organization needs. We are looking for self-starters, agile, curious minds who can lead large teams & drive transformation in our Operations using Digital & AnalyticsResponsibilities· Own end-to-end client Service Delivery for contact center work involving voice operations, chat operations, emails, etc.· P&L management· Drive & manage new/existing relationships with a set of valuable clients.· Work closely with client CXO’s, and process owners, Genpact Operating teams and global relationship managers for a key account.· Be responsible for ensuring the right solution is proposed for new deals, aiding & enabling deal solutions, transitions, deliver ongoing client satisfaction through consistent high-class delivery, thereby ensuring high NPS, cross & profitability.· Take a lead and work with digital teams to introduce breakthrough technology solutions into existing operations.· Ability to lead a large team 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 the complex domain.· Monitor & review solution implementation process in a reciprocal manner.Qualifications we seek in you!Minimum Qualifications· Looking for curious & courageous minds who are set up for challenge.· Graduate from reputed University.· Prior Experience in banking domain/ industry· Experience of leading large spans.Preferred Qualifications· Outstanding negotiation, interpersonal, verbal and written communication skills· Measurable experience in leading and growing profitable satisfied accounts and/or significant account management experience.· Demonstrate solid understanding of lean six sigma framework to drive continuous performance improvement.· Subject matter authority banking integrations· Analytical problem-solving skills with an outstanding attention to detailGenpact 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 . Follow us on , , , and .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.
