AI-Powered Service Delivery Leader

1901 Genpact Services LLC (Philippines branch); Quezon; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Genpact in the Philippines seeks a Service Delivery Leader - Customer Care - Blended to direct multi-channel service delivery and drive performance across voice and non-voice channels. You will lead and coach a high-impact team, optimize processes, and ensure excellent customer outcomes.

You will collaborate with cross-functional partners to implement improvements, stay ahead of industry trends, and sustain high service standards in a fast-paced, innovation-driven environment.

Qualifications

• Bachelor's degrees in business, communication, hospitality, information technology, or marketing.
• Advanced English language proficiency (C1).
• Experience leading blended (voice and non-voice) customer care teams and delivering service excellence.

Responsibilities

• Lead and manage a blended customer care team across voice and non-voice channels.
• Develop and implement strategies to enhance customer satisfaction and service delivery.
• Monitor KPIs and operational metrics to ensure targets are met.
• Coaching and training sessions to build team capability and maintain high standards.
• Resolve escalated customer issues with professionalism and urgency.
• Collaborate with cross-functional teams to streamline processes and improve service delivery.
• Stay informed on industry trends to evolve service models.

Skills

Account maintenance

Cash application

Credit underwriting

Loan servicing

Personal banking

Retail banking

Wealth management

Client relationship

People leadership

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Genpact in the Philippines seeks a Service Delivery Leader - Customer Care - Blended to direct multi-channel service delivery and drive performance across voice and non-voice channels. You will lead and coach a high-impact team, optimize processes, and ensure excellent customer outcomes.

You will collaborate with cross-functional partners to implement improvements, stay ahead of industry trends, and sustain high service standards in a fast-paced, innovation-driven environment.