Senior Manager- Customer Service
- Genpact India
- 8 to 10 Yrs
- Hyderabad
- 3 years ago
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Job Description
SeniorManager, Customer Service- Manage noiseless and transparent operations - manage Service Delivery & ensuring that Client Targets exceed expectations month on month.
- 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 the way in implementing new technologies in operations and display a strong executive presence
- Come up with ideas to improve revenue and reduce cost.
- Responsible for overall performance of the team in terms of productivity & Quality.
- Conduct sessions with the team to discuss Achievements, Targets and planning to meet the Targets. Facilitate the personal & professional development of the team-members.
- Review process and people metrics periodically with Internal Management and Clients.
- Interact with the client partners to understand their concerns & take steps to effectively resolve them.
- Take the lead in working with digital teams on introducing breakthrough technology solutions into operations
- Demonstrate lean six sigma framework to drive continuous performance improvement
- Understand the details of the RCA done, discussing and identifying causes for dissatisfaction among customers and spearheading process improvement initiatives.
Minimum Qualifications
- Graduate with relevant experience in Digital Payments/ Product Support/ Contact Center.
- Should have prior experience of leading team size of 100 plus.
- Thorough knowledge of all the key functions of a BPM company Hiring, Training, Transition, Quality, Operations, Pricing etc.
- Meaningful experience in Digital Payments. In depth knowledge of payments industry, future trends, customer demands, regulatory bodies etc.
- Excellent communication and interpersonal skills with the ability to learn new processes and systems quickly.
- Intellectual agility and analytical outlook
Employement Category:
Employement Type: Full timeIndustry: IT - Software
Role Category: Customer Care Executive
Functional Area: Not Applicable
Role/Responsibilies: Senior Manager- Customer Service
Contact 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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