Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125000 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 Banking Customer Care - Management Trainee English On Site Johannesburg

In this role you will be responsible for liaising between the Operations Leader and the team of associates to ensure the clients services are delivered promptly and accurately in accordance with the Service Level Agreements. You are encouraged to drive team performance ensuring daily service level metrics are met while maintaining a high level of accuracy providing mentorship and development to associates facilitating team meetings and meeting defined quality customer experience and efficiency requirements.

Responsibilities

Should be operation expert and able to handle 15-20 resources

Managing the day-to-day activities of the team

Manage day to day activities across all Genpact required activities ensuring a seamless customer experience throughout the Customer Service journey

Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall teams performance

Monitor and evaluate calls using evaluation standards and forms mandated by the client

Provide analysis in evaluated calls and identify gaps that impact KPIs

Conduct calibration sessions with Supervisors and Team Leaders facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance

Development and implementation of training strategies that will impact site CQ metrics decrease defects and regulatory violations and other key performance metrics

Works closely with other members of the Training and Call Quality team to ensure effective implementation

Create Governance Reporting such as weekly and monthly decks

Enforce Genpacts guidelines and policy across the operations team

Partner with Training and other Support Functions to ensure a seamless operation

Track analyze and monitor performance of the teams under their care

Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s)

Qualifications we seek in you!

Minimum Qualifications

Experience as trainer front line manager quality analyst or similar in a Voice Process

Very good understanding of Customer Service integral components

High School Graduate

Self-motivated with ability to work both independently and as part of a team;

Ability to handle client on one-on-one basis via e-mails and calls;

English Proficient both written and spoken

Excellent written and oral communication skills and detail-oriented;

Great customer orientation crisp communication skills positive and proactive attitude result-oriented;

Ability to learn adapt upskill and work independently;

Ability to work under tight deadlines across multiple projects in parallel and different time zones. Good prioritization skills;

Working experience in PowerPoint Word and Excel

Numerical Skills for Analysis and Reporting

Should be flexible in shift timings

Strong organizational skills to give the team direction.

Preferred Qualifications/ Skills

Multinational/ BPO background is preferred

Lean Six Sigma Trained and Tested

What can we offer

Attractive salary;

Stable job offers - employment contract

Work in a multicultural and diverse environment with employees from over 30 countries

Genpact supports professional tranings and great career development opportunities

Free access to our award-winning learning platform

Benefits such as Medical Aid Retirement and risk benefits

In case Genpact does not respond to your application within 30 days please consider it was not successful for the current recruitment process for this role.

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 respect and integrity customer focus and innovation. For more information visit . 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.