Job Description

•Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.•

•Inviting applications for the role of AVP, Customer Service•

•We 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•

•Qualifications we seek in you!•

•Minimum qualifications•

• •Any Graduate•
• •Experience in leading large teams of approx 400 + people•
• •Prior Customer Management exposure is important•
• •A keen knack towards problem solving•
• •Excellent Communication skills•

•Desirable•

• •GB Certified•
• •Experience in handling B2B processes•
• •Experience in leading an email customer service process•

•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. Get to know us at www.genpact.com and on X, 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.• •Job Assistant Vice President•

•Primary Location India-Gurugram•

•Education Level Bachelor's / Graduation / Equivalent•

•Job Posting Jul 9, 2024, 6:02:59 PM•

•Unposting Date Ongoing•

•Master Skills List Operations•

•Job Category Full Time•