Assistant Vice President - Customer Care
- Genpact India
- 6 to 10 Yrs
- Hyderabad
- 5 years ago
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Job Description
*With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of AVP, Customer ServiceWe are looking for someone who will be responsible for leading the overall operations of a customer service vertical ensuring the performance is optimally handled for the business.
Responsibilities- Deliver on Financial goals for the business; find opportunities for Growth & deliver on growth commitments; identify key cost metrics and ensure they are optimised. Partner with the BD, Solutioning, Sales team on Commercials, pricing, winning deals
- To ensure the personal development of the team members
- Drive Process improvement in the process and continuously plan for process performance
- Anticipate & plan for new business; prepare for infrastructure and other growth related requirements; plan for resources based on work type and work volume projection and current available head count; and allocate responsibilities
- Review process performance and report out performance dashboards
- Ensure adherence to SLA s as agreed for the respective processes
- Regular liaison with the business contact points
- Any Graduate
- Experience in leading large teams of approx 250 + people
- Prior Customer Management exposure is important
- A keen knack towards problem solving
- Excellent Communication skills
- Exposure to Lean Six Sigma
- Experience in handling B2B processes
- Experience in Content Moderation/Trust and Safety domain
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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
,Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Customer Service (Domestic)Functional Area: Not ApplicableRole/Responsibilies: Assistant Vice President - Customer CareContact Details:
Company: Genpact IndiaLocation(s): Hyderabad
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Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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