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Manager - Customer Service/ Operations

3.00 to 5.00 Years   Hyderabad   24 May, 2021
Genpact India Pvt Ltd
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

Manager - Team Lead Customer ServicesIn this role, you will be a part of the onshore delivery centre in a remote working environment. The immediate challenge is to set the operations up, integrate the teams into Genpact culture and grow the centre by taking up more end-to-end work, and hence you are expected to drive the digital transformation agenda while maintaining the highest standards of service delivery. This centre will a model centre and POC for other business lines and accounts to grow within Australia.ResponsibilitiesThe delivery team primarily focuses on:

  • Team leading within client onshore delivery centre
  • Build domain led digital offerings
  • Grow this relationship further
  • Key relationship with Service delivery Head for onshore client Operations, Global service delivery leader, Respective enabling functions
Qualifications we seek in youMinimum qualifications
  • Graduation Degree with meaningful experience in banking, superannuation, or wealth management along with the ability in leading operations.
  • Graduation in a finance-related stream would be preferred
  • MBA preferred
  • Experience in team leading (15-20 FTEs) within the Financial services domain
  • Understanding of financial regulatory environment in Australia
  • Understanding of banking, superannuation
  • Should have the ability to work and operate in a high volume and tight timeline environment to meet Service Level Agreements & customer demands.
  • Flexibility to quickly shift priorities, multi-task, and prioritise simultaneous requirements in a fast-paced environment
  • Exposure to multiple platforms and technology
  • Exposure to contact centre operations
Preferred qualifications
  • Consistent track record in team leading.
  • In-depth Experience in the domain
  • Demonstrate logical thinking, good numeric abilities, domain understanding, technology affinity, and project/program execution
  • Ability to foresee risks, be proactive and predictive while developing risk mitigation plans
  • Demonstrate domain as well as a technical understanding of the principles of Regulatory Compliance. This includes extensive and in-depth knowledge of regulations that impact Financial Institutions in areas relating to Financial Crimes
  • Experience in building, appraising, and leading Service Delivery of regulatory compliance teams
  • Excellent team-building and social skills
  • Ability to exercise independent judgment and discretion handling highly sensitive casework
,

Keyskills :
environmental impact assessmentteam leadingteam buildingservice levelcustomer focusrisk mitigationservice deliverywealth management

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