Ready to shape the future of work

At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team thats shaping the future this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us atand onLinkedInXYouTube andFacebook.

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

Why join Genpact

• Be a transformation leader Work at the cutting edge of AI automation and digital innovation
• Make an impact Drive change for global enterprises and solve business challenges that matter
• Accelerate your career Get hands-on experience mentorship and continuous learning opportunities
• Work with the best Join 140000 bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Lets build tomorrow together.

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.
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.

Please be informed the proof of education (including educational certificates) may be requested during the recruitment process. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process.

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