Assistant Vice President, Contact Centre Lead

Gurgaon - India

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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 an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today. Get to know us at and on LinkedIn X YouTube and Facebook.

Inviting applications for the role of Assistant Vice President Contact Centre Lead!
In this role the person will be responsible for leading the overall operations of a financial services account. Will also be responsible to engage operations and support functions for ensuring the success of the program. Would be accountable for handling clients and internal Business Leaders and partnering with them to efficiently own the outsourced program.

Responsibilities
With previous experience in the Customer Service space with confirmed tenure in mid/senior management role and should be subject matter expert on various aspects of Banking Fintech and clear understanding of operating models on Chat Voice Email or Support teams functioning in a 24 x 7 environment.
Experience in directly leading and running an Operations team and be directly accountable for outcome metrics in accordance with the agreed SLA by the clients
Understanding of Performance measurements and ability to run day to day performance such as Productivity C-Sat Efficiency Shrinkage among others.
Identifying and leading continuous improvement projects through Lean & Six Sigma Tools for achieving a better business outcome
Holding and representing the Program independently in Customer Reviews and visit
Balancing critical issues and customer concerns
Establishing/maintaining a customer-centric culture
Acquiring references case studies and testimonials from customers
Have the ability and experience of cross-functional teamwork and partnership skills

Qualifications we seek in you!
Minimum Qualifications / Skills
Bachelors degree preferred

Preferred Qualifications/ Skills
Good oral written communication skills excellent customer relationship building skills good interpersonal and leadership skills; proven track record to analyze and resolve problems; ability to detail plan market and execute programs

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.

Required Experience:

Exec