AI-Driven Service Delivery Leader (Night Shift)

Genpact Services LLC (Philippines branch); Quezon City; In loco; PHP 900.000 - 1.800.000; Tempo pieno

Descrizione del lavoro

Genpact Philippines is seeking a Service Delivery Leader for Customer Care to manage a blended team across voice and non-voice channels in Manila. You will drive service delivery excellence, optimize customer journeys, and ensure KPIs are met.

Lead coaching, cross-functional collaboration, and continuous improvement initiatives. This role offers exposure to AI-powered transformation and career growth within a global enterprise.

Competenze

• Bachelors degree in a relevant field as listed in the job posting.
• Strong customer care leadership and coaching skills.
• Experience managing blended voice and non-voice channels.

Mansioni

• 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 coach teams to meet service delivery targets.
• Collaborate with cross-functional teams to optimize end-to-end service delivery.

Conoscenze

Account Maintenance

Banking Capital Markets

Cash Application

Credit Underwriting

Loan Servicing

Personal Banking

Retail Banking

Wealth Management

English (Required)

Formazione

Bachelor's in Business Administration

Bachelor's in Communications

Bachelor's in Hospitality Management

Bachelor's in Information Technology

Bachelor's in Marketing

Descrizione del lavoro

Genpact Philippines is seeking a Service Delivery Leader for Customer Care to manage a blended team across voice and non-voice channels in Manila. You will drive service delivery excellence, optimize customer journeys, and ensure KPIs are met.

Lead coaching, cross-functional collaboration, and continuous improvement initiatives. This role offers exposure to AI-powered transformation and career growth within a global enterprise.