Genpact
Location
Gurgaon | India
Job description
AVP, Banking and Capital Market - BFS032335
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.
Inviting applications for the role of AVP, Banking and Capital Market
· Own the overall operations (Process management, P&L management, Client management, People Management, Performance Management, Strategic Initiatives, etc.) for a Banking Customer Service and Collections account
· Engage operations and support functions for ensuring the success of the program
· Handle clients and internal Business and partner with them to effectively run the outsourced program
· Articulate and tailor value proposition based on the needs identified for client and differentiation of Genpact
· Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps.
· Candidate must have contact center experience including previous experience in the Customer Service space with and with confirmed tenure in mid/senior management role in the Financial Services industry and should be a subject matter expert on various aspects of financial services.
· Experience in directly leading and running an Operations team and be directly accountable for outcome metrics per the agreed SLA by the clients
· Understanding of Performance measurements and ability to lead day-to-day performance such as Productivity, C-Sat, Efficiency, Shrinkage, among others.
· Identifying and leading continuous improvement projects through Lean & Six Sigma Tools for achieving a better business outcome
· Outstanding customer relationship skills
· Experience holding and representing the Program independently in Customer Reviews and visit
· Balancing critical issues and customer concerns
· Establishing/maintaining a customer-centric culture
· Acquiring references, case studies, and testimonials from customers
· Have the ability and experience of cross-functional teamwork and partnership skills
Job tags
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