Service Delivery Leader - Customer Care - Blended 3

Genpact Services LLC; Quezon City; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Lead AI-powered transformation

Mentorship & learning opportunities

Global enterprise impact

Job summary

Genpact is seeking a Service Delivery Leader for Customer Care - Blended to manage a multi-channel team in the Philippines. The role focuses on delivering consistent service, driving performance, and meeting delivery objectives.

The ideal candidate will monitor KPIs, coach staff, and resolve escalated issues while collaborating with cross-functional teams to evolve service delivery models. Night shift in the Philippines and office-based work setup apply.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Hospitality Management, Information Technology, or Marketing.
• Experience in customer care or related fields is valued.
• Strong leadership and problem-solving abilities.

Responsibilities

• Lead and manage a blended customer care team across voice and non-voice channels.
• Monitor KPIs and operational metrics to ensure targets are met.
• Provide coaching and training to build team capability and high service standards.
• Collaborate with cross-functional teams to streamline processes and improve service delivery.

Skills

Account Maintenance

Banking Capital Markets

Cash Application

Credit Underwriting

Loan Servicing

Personal Banking

Retail Banking

Wealth Management

Education

Business Administration

Communication

Hospitality Management

Information Technology

Marketing

Tools

Certified Treasury Professional (CTP)

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.

Job Description

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

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. 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.