Assistant Manager

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 teams technical or business areas, their understanding of industry trends and fraud issues impacting the banking industry.

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.