Service Delivery Leader - Customer Care - Blended 3

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

Service Delivery Leader - Customer Care - Blended

Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Responsibilities

• Lead and manage a blended customer care team across voice and non-voice channels, ensuring consistent service delivery and operational efficiency.
• Develop and implement strategies to enhance customer satisfaction, drive performance, and meet service delivery objectives.
• Monitor key performance indicators (KPIs) and operational metrics to ensure targets are consistently achieved.
• Conduct regular coaching and training sessions to build team capability and maintain high service standards.
• Resolve escalated customer issues with professionalism and urgency, ensuring positive outcomes and client satisfaction.
• Collaborate with cross-functional teams to streamline processes and improve end-to-end service delivery.
• Stay informed on industry trends and best practices to continuously evolve service models and operational approaches.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing Certifications Certified Treasury Professional (CTP) - Instituto Nacional de AprendizajeInstituto Nacional de Aprendizaje
• Required Skills Account Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Loan Servicing, Personal Banking, Retail Banking, Wealth Management
• Language English (Required)
• English (Required) Language Proficiency - Advanced - C1
• Additional Job Location - Job Type Regular Master Skill List - Customer Care - Blended Remote Type - Office Work Shift - Night Job (Philippines)

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands‑on experience, mentorship, and world‑class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem‑solvers who push boundaries every day
• Thrive in a values‑driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

We’re an agentic and advanced technology solutions company that runs mission‑critical operations for the world’s leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you’ll be in it. At Genpact, your expertise grows because you’re inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you’ll work on real challenges that change how the world’s leading companies operate. There’s a lot to learn here, and room to grow.