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

The Customer service FLMs make sure that the needs of their customers are being taken care of. FLM may be required to work at various levels, from head office to the front-end of the business and in most cases will be:

• finding ways to measure customer satisfaction and improve services

• managing a team of customer service staff

• handling face-to-face enquiries from customers

The successful candidate will have a commitment to achieving excellence in service delivery management, and therefore a strong record of focus, a passion for employee development, and a keen interest in process improvement are key requirements for this role.

Responsibilities

In charge of managing a team of 15-17 customer service experts who are responsible to research and resolve customer service questions, inquiries, requests and problems

• Assists CSR's with all customer inquiries, regarding products, services, policies and procedures, customer issues, and escalated situations within stated authority.

• Maintains/reviews productivity reports and provides additional training/coaching to CSR's, to ensure performance metrics are met and assist management with concerns.

• Provide leadership and administrative support to their team and manage them to achieve and constantly improve service levels based on forecast and capacity, meeting / achieving targets, achieve process improvement and focus on the people development of their team.

• Identifies trends in team performance and recommends/ implements change to constantly raise the Performance levels in the team.

• Conduct periodic 1-0-1 and Appraisals, do regular career counseling, train and mentor resources.

• Share ideas with Management that positively influence the vision for the client by using their exposure to team’s technical or business areas, their understanding of industry trends and fraud issues impacting the banking industry.

• Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process.

• Implement best-in-class processes and practices for maintaining and exceeding productivity and service level agreements.

• Ability to provide constructive feedback to his/her team members to ensure adherence to compliance and regulatory framework and help them improve their performance.

• Drive retentions through HR practices and people functions

• Meet all people management metrics: Responsible for Attrition, Time Management and other deliverables as required

Qualifications we seek in you

Minimum Qualifications / Skills

Team Leader with experience in a Banking/ Financial services customer service environment(preferably credit card businesses)

• Should have handled at least Voice and Chat or both mediums in his role of a Team Leader

• Exceptional operational, managerial, analytical and interpersonal skills.

• Strong candidates may come from a background in operations in ITES/IT companies (operational excellence expertise in the form of yellow belt/ green belt or equivalent work exp. would be desirable).

• A Bachelor’s and/or relevant experience.

• Good written and verbal communication skills

• Should possess good interpersonal skills.

• Ability to negotiate over the phone during escalations.

• Should be flexible to work in rotational shifts and week offs

Preferred Qualifications/ Skills

Customer Service experience in banking industry

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.