Job Description

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 Banking Customer Care - Management Trainee - English - On Site Johannesburg
In this role, you will be responsible for liaising between the Operations Leader and the team of associates, to ensure the client's services are delivered promptly and accurately in accordance with the Service Level Agreement's. You are encouraged to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing mentorship and development to associates, facilitating team meetings, and meeting defined quality, customer experience and efficiency requirements.
Responsibilities
Should be operation expert and able to handle 15-20 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 team's 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 Genpact's 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)
Qualifications we seek in you!
Minimum Qualifications
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.
Preferred Qualifications/ Skills
Multinational/ BPO background is preferred
Lean Six Sigma Trained and Tested
What can we offer?
Attractive salary;
Stable job offers - employment contract
Work in a multicultural and diverse environment with employees from over 30 countries
Genpact supports professional tranings and great career development opportunities
Free access to our award-winning learning platform
Benefits such as Medical Aid, Retirement and risk benefits
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.
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 respect and integrity, customer focus, and innovation. For more information, visit . Follow us on , , , and .
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.

Skills Required