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DG - Assistant Manager - Customer Care @ Genpact India

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 DG - Assistant Manager - Customer Care

Job Description

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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.

Are you the one we are looking for

We are inviting applications for the role of AssistantManager, Customer Service

Responsibilities

  • 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.
Qualifications we seek in you

Minimum Qualifications

  • Graduate with relevant experience in Digital Payments/ Product Support/ Contact Center.
  • Should have prior experience of leading team size of 100 plus.
Preferred qualifications
  • 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

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.

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Employement Category:

Employement Type: Full time
Industry: IT - Software
Role Category: General / Other Software
Functional Area: Not Applicable
Role/Responsibilies: DG - Assistant Manager - Customer Care

Contact Details:

Company: Genpact India
Location(s): Bengaluru

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₹ lt; Rs 50000 /Yr

Genpact India

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 ...