Manager - Customer Care

Genpact

Gurgaon, Haryana
Permanent
Full-time

1 month ago

With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better.We are inviting applications for the role of Manager, 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.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.

Genpact

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