AI-Driven Service Delivery Leader

Genpact Ltd.

Philippines

On-site

PHP 900,000 - 1,400,000

Full time

8 days ago

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Job summary

Genpact Ltd. in the Philippines seeks a Service Delivery Leader for Customer Care, overseeing a blended, multi-channel support team and driving service delivery excellence.

You will lead initiatives to improve customer satisfaction and operational performance while maintaining high service standards across channels. The role emphasizes coaching, KPI-driven performance, and collaboration with cross-functional partners to ensure scalable, client-focused operations in a dynamic AI-enabled

Qualifications

Bachelor's degree in business, communications, IT, or related field.
Experience in customer care or financial services is a plus.
Strong leadership and exemplary communication skills.

Responsibilities

Lead and manage a blended customer care team across voice and non-voice channels.
Develop and implement strategies to enhance customer satisfaction and performance.
Monitor KPIs and metrics to ensure targets are met.
Coach and train team to uphold high service standards.
Collaborate with cross-functional teams to improve end-to-end service delivery.

Skills

Account Maintenance

Banking Capital Markets

Cash Application

Credit Underwriting

Loan Servicing

Personal Banking

Retail Banking

Wealth Management

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communication

Bachelor's degree in Hospitality Management

Bachelor's degree in Information Technology

Bachelor's degree in Marketing

Job description

Genpact Ltd. in the Philippines seeks a Service Delivery Leader for Customer Care, overseeing a blended, multi-channel support team and driving service delivery excellence.

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