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 & Analytics

Responsibilities

• 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 detail

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation

• Make an impact – Drive change for global enterprises and solve business challenges that matter

• Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities

• Work with the best – Join 140,000+ 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 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.