Service Delivery Leader - Customer Care - Blended 3

Genpact Services LLC (Philippines branch); Quezon City; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

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.

Qualifications

• 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.

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

Skills

Account Maintenance

Banking Capital Markets

Cash Application

Credit Underwriting

Loan Servicing

Personal Banking

Retail Banking

Wealth Management

English (Required)

Education

Bachelor's in Business Administration

Bachelor's in Communications

Bachelor's in Hospitality Management

Bachelor's in Information Technology

Bachelor's in Marketing

Job description

Service Delivery Leader - Customer Care - BlendedReady 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.Job DescriptionResponsibilities: 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.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCertified Treasury Professional (CTP) - Instituto Nacional de AprendizajeInstituto Nacional de AprendizajeRequired SkillsAccount Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Loan Servicing, Personal Banking, Retail Banking, Wealth ManagementLanguageEnglish (Required), English (Required)Language Proficiency -Advanced - C1Additional Job Location -Job TypeRegularMaster Skill List -Customer Care - BlendedRemote Type -OfficeWork 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 progressCome 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.Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.