Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 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 Management Trainee, Customer Care

In this role, you are responsible in creating an inspiring and high performing team environment with a play as one team culture ensuring key business metrics are achieved.

Responsibilities

Lead and motivate team members, enabling them to meet business objectives and exceed customer expectations

Listen to team members’ feedback and resolve any issues or conflicts

Delivery of team service level components, quality and productivity targets indicators.

People Management, including all HR related issues, as well as staff development.

Oversee day-to-day operation

Ownership and problem resolution

Call monitoring support, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

Conducting performance appraisal for the team.

Compiling reports on team’s performance and customer feedback.

Communication and being a focal point of dissemination of information from management to team and vice versa.

Work closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses.

Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.

Working with the Bank Contact Centre Senior Managers and Capability Learning on training requirements for team members and suggesting changes to targets (where required) to suit the needs of the business.

To coach and develop team members to create a high performing culture

Effective management of teams and proactively forward planning and working with resource planning to ensure teams are adequately resourced to support business needs and ensuring key service metrics are consistently achieved

To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components and standard targets.

Recommendations for product and process development based on customer feedback and analysis of data.

Offers solutions and suggestions for process and product improvement

Have a strong understanding of challenges and gaps within and across the teams

Ensure incidents are raised within 2 business days and actively manage incidents to resolution and remediation if necessary.

Qualifications we seek in you

Minimum Qualifications / Skills

Experience working within a customer-focused industry, e.g. Banking and Finance

Relevant professional and/or supervisory experience

Proven experience in leading Contact Centre/Customer service teams

Preferred Qualifications/ Skills

Applies broad understanding of a specialized discipline and basic understanding of other disciplines.

Experienced understanding of own Sub‐Division/Division; and broad understanding of the overall Group and its competitive environment.

Sets and achieves operational targets, objectives or service standards with a short to medium term focus, that directly impact the results of a department.

Applies emerging technical capability within own operational area/department

Analyze both routine and varied issues of differing complexity and modifies working methods/processes in own job, sometimes without the benefit of defined procedures.

Applies good problem-solving skills as scope of issues may be only vaguely defined or difficult.

Ability to work cohesively with senior staff when dealing with complex issues or larger clients, prospects, projects, accounts, relationships.

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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

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.