Front-Line Manager in Banking Customer Care - Assistant Manager - English - On Site Johannesburg

Welcome to the Latest Job Vacancies Site 2025 and at this time we would like to inform you of the Latest Job Vacancies from the Genpact with the position of Front-Line Manager in Banking Customer Care - Assistant Manager - English - On Site Johannesburg - Genpact which was opened this.

If this job matches your qualifications, please send your application directly through our latest Job site. Indeed, every job is not easy to apply because it must meet several qualifications and requirements that we must meet in accordance with the standard criteria of the Company who are looking for potential candidates to work. Good job information Front-Line Manager in Banking Customer Care - Assistant Manager - English - On Site Johannesburg - Genpact below matches your qualifications. Good Luck: D

• Should be operation expert and able to handle 17-20 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)

• 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.

• Multinational/ BPO background is preferred
• KYC Experience
• Lean Six Sigma Trained and Tested

• Attractive salary and benefits such as Medical Aid, Retirement and risk benefits
• Work in a multicultural environment;
• Various trainings (technical & soft skills);
• Development opportunities in a growing multinational company;

JobAssistant Manager

Primary LocationSouth Africa-Johannesburg

ScheduleFull-time

Education LevelHigh School Diploma/GED

Job PostingJan 21, 2025, 4:00:33 PM

Unposting DateOngoing

Master Skills ListOperations

Job CategoryFull Time

Information :

• Company : Genpact
• Position : Front-Line Manager in Banking Customer Care - Assistant Manager - English - On Site Johannesburg
• Location : Johannesburg, Gauteng
• Country : ZA

How to Submit an Application:

After reading and knowing the criteria and minimum requirements for qualifications that have been explained from the Front-Line Manager in Banking Customer Care - Assistant Manager - English - On Site Johannesburg job info - Genpact Johannesburg, Gauteng above, thus jobseekers who feel they have not met the requirements including education, age, etc. and really feel interested in the latest job vacancies Front-Line Manager in Banking Customer Care - Assistant Manager - English - On Site Johannesburg job info - Genpact Johannesburg, Gauteng in 2025-01-23 above, should as soon as possible complete and compile a job application file such as a job application letter, CV or curriculum vitae, FC diploma and transcripts and other supplements as described above, in order to register and take part in the admission selection for new employees in the company referred to, sent via the Next Page link below.