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Genpact
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AVP/VP-Banking Capital Market-Contact Centre Operations

AVP/VP-Banking Capital Market-Contact Centre Operations

Genpact

0 years

0 Lacs

Gurugram Haryana India

Posted:1 week ago| Platform:

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Skills Required

leadership management planning mentoring development service support metrics efficiency lean sigma teamwork

Work Mode

On-site

Job Type

Full Time

Job Description

In this role, you will be 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 Financial services client's staff and actively gives to operational targets as well as business decisions. And will have a tactical approach to Customer Care, People Management, Quality Management, Workplace Planning, Mentoring, Development and Training.

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
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
Articulate and tailor value proposition based on the needs identified for client and differentiation of Genpact
Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps.

Minimum Qualifications

Candidate must have contact center experience including previous experience in the Customer Service space with and with confirmed tenure in mid/senior management role in the Financial Services industry and should be a subject matter expert on various aspects of financial services.
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 Qualifications/ 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

Location- Gurgaon/ Mumbai

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AVP/VP-Banking Capital Market-Contact Centre Operations