Auto Team Leader Assistant Manager – English – On-site Johannesburg

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 onLinkedInXYouTube andFacebook.

Inviting applications for the role of Auto Team Leader -Assistant Manager English On-site Johannesburg
You will lead a team of 1520 agents delivering FCA-regulated Auto Finance Redress services to UK customers. You will be responsible for case management complaint resolution and L2 evidence review ensuring outcomes are fair compliant and documented in Salesforce CRM. A significant part of your role will involve reporting to clients providing insights into case progress trends and closure rates. You will also support direct customer interactions when necessary.

Responsibilities
Team Leadership: Lead coach and manage a team of agents ensuring delivery of KPIs productivity and service quality
Case Management: Oversee all cases handled by the team including escalations ensuring compliant resolution
Client Reporting & Liaison: Prepare and present reports to UK clients providing updates on case volumes trends and outcomes
Level 2 Review: Review evidence and complaints escalated from agents making fair documented judgments
Complaint Handling & Closure: Take ownership of complex or sensitive complaints including direct customer engagement where required
Operational Oversight: Monitor team adherence to FCA regulations Treating Customers Fairly (TCF) and internal policies
QA & Continuous Improvement: Collaborate with QA to review findings implement improvements and support agent development
Escalations: Act as point of escalation for complex cases ensuring timely and accurate resolution
MI & Reporting: Produce detailed reports and trend analyses for internal management and client review
Training Support: Support onboarding and continuous upskilling of agents as needed

Qualifications we seek in you!
Minimum qualifications
Bachelors/B-Tech/BSc degree in finance Business or related field
Proven experience managing teams in financial services or contact centre operations ideally in regulated environments 5 Years
Strong understanding of FCA regulations customer outcomes and complaint handling
Excellent communication and interpersonal skills capable of client reporting and liaison
Experience in judgment-based decision making for escalated cases
C1-level English proficiency (spoken and written)

Preferred qualifications
Experience in Auto Finance Redress Collections or Banking Operations
Familiarity with Salesforce CRM Genesys MS Office and Excel
Prior experience with QA frameworks MI reporting and regulatory audits
Ability to handle direct customer interactions in complex or sensitive cases
Strong coaching mentoring and stakeholder management skills

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.

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