Junior Marketing Manager

Genpact (NYSE : G) is a global professional services and solutions firm delivering outcomes that shape the future.

Our 20,000+ 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 for Voice Processes – Assistant Vice President, OnSite South Africa

Responsibilities

1. Own end-to-end client service delivery and P&L.
2. Drive and lead new/existing relationships with a set of valuable clients leading to a balanced P&L.
3. Work closely with client CXOs and process owners, Genpact operating teams, and global relationship managers for key accounts.
4. Develop a strategy for winning and transitioning new deals while running and growing existing relationships.
5. Assist the GOL with managing a line(s) of service in an omnichannel process, keeping a well-organized planning for a specific geographical location.
6. Manage day-to-day activities across all Genpact required activities, ensuring a seamless customer experience throughout the Customer Service journey.
7. Assist the GOL with planning and executing the strategies to ensure the delivery of the agreed SLAs with the Client(s).
8. Enforce Genpact's guidelines and policy across the operations team.
9. Partner with Training and other Support Functions to ensure a seamless operation.
10. Track, analyze and monitor performance of the teams under their care.
11. Manage and train junior members of the team.
12. 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

1. Experience as Operations Manager, Operating Leader or similar in a Voice Process.
2. Very good understanding of Customer Service integral components.
3. College Degree.
4. Self-motivated with the ability to work both independently and as part of a team.
5. Ability to handle clients on a one-on-one basis, via e-mails and calls.
6. English Proficient – both written and spoken.
7. Excellent written and oral communication skills and detail-oriented.
8. Great customer orientation, crisp communication skills, positive and proactive attitude, result-oriented.
9. Ability to learn, adapt, upskill, and work independently.
10. Very good planning & project management skills; team player.
11. Ability to work under tight deadlines across multiple projects in parallel and different time zones.
12. Good prioritization skills.
13. Working experience in PowerPoint, Word, and Excel.
14. Numerical Skills for Analysis and Reporting.

Preferred Qualifications / Skills

1. Multinational / BPO background is preferred.
2. Digital Technology and Applications Acumen / Extensive experience.
3. Lean Six Sigma Certified.

What can we offer?

1. Consistent job openings with secure employment agreements.
2. Work in a multicultural and diverse environment with employees from over 30 countries.
3. Genpact supports professional trainings and great career development opportunities.
4. Free access to our award-winning learning platform.
5. Comprehensive benefits package including life and medical insurance, additional vacation days, partner discounts, and more country-specific perks.
6. Access to our referral program, empowering our employees to recommend qualified candidates and earn rewards for successful hires.

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.