Assistant Manager
Genpact
5 - 10 years
nan
Posted: 13/03/2025
Job Description
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 teams 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 dayto-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 managing incidents to resolution and remediation if necessary.
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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