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    Manager - Customer Care - Gurugram, India - Genpact

    Genpact
    Genpact Gurugram, India

    Found in: Talent IN C2 - 3 days ago

    Genpact background
    Full time
    Description

    With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it.

    We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line.

    We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

    Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing.

    People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better.

    We are inviting applications for the role of Manager, Customer Service
    Responsibilities


    • Manage noiseless and transparent operations - manage Service Delivery & ensuring that Client Targets exceed expectations month on month.
    • Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps.
    • Lead the way in implementing new technologies in operations and display a strong executive presence
    • Come up with ideas to improve revenue and reduce cost.
    • Responsible for overall performance of the team in terms of productivity & Quality.
    • Conduct sessions with the team to discuss Achievements, Targets and planning to meet the Targets. Facilitate the personal & professional development of the team-members.
    • Review process and people metrics periodically with Internal Management and Clients.
    • Interact with the client partners to understand their concerns & take steps to effectively resolve them.
    • Take the lead in working with digital teams on introducing breakthrough technology solutions into operations
    • Demonstrate lean six sigma framework to drive continuous performance improvement
    • Understand the details of the RCA done, discussing and identifying causes for dissatisfaction among customers and spearheading process improvement initiatives.
    Qualifications we seek in you
    Minimum Qualifications


    • Graduate with relevant experience in Digital Payments/ Product Support/ Contact Center.
    • Should have prior experience of leading team size of 100 plus.
    Preferred qualifications


    • Thorough knowledge of all the key functions of a BPM company – Hiring, Training, Transition, Quality, Operations, Pricing etc.
    • Meaningful experience in Digital Payments. In depth knowledge of payments industry, future trends, customer demands, regulatory bodies etc.
    • Excellent communication and interpersonal skills with the ability to learn new processes and systems quickly.
    • Intellectual agility and analytical outlook
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