Service Delivery Leader - Customer Care - Collections 4D

Genpact Portugal, Sociedade Unipessoal Lda; Lisboa; Híbrido; EUR 65 000 - 95 000; Tempo integral

Resumo da oferta

Genpact Portugal, a part of Genpact, seeks a Service Delivery Leader for Customer Care - Collections to drive high-performing teams in a hybrid setup. The role focuses on leading operations, improving customer experience, and achieving SLAs across the portfolio.

You will work on data‑driven decisions, collaborate with cross‑functional teams, and mentor staff while pushing for process improvements and AI‑powered transformations. English required.

Qualificações

• Bachelor level education across business, communications, IT, marketing or hospitality.
• Experience leading customer-care or collections teams in fast‑paced settings.
• Strong metrics‑driven approach with experience in SLAs and process improvements.
• Proven ability to manage cross‑functional projects and stakeholder expectations.
• Familiarity with AI/automation concepts and data‑driven decision making.
• ITIL Foundation certification is a plus.

Responsabilidades

• Lead a team of high performing customer service voice agents.
• Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.
• Achieve SLAs, productivity and quality metrics for your line of business/team members.
• Provide leadership and mentorship across performance management, learning & development, and leadership skills.
• Collaborate cross-functionally with Program, Quality and Training teams to improve workflows.
• Utilize metrics to drive data-backed business decisions.
• Drive project management, prioritization and efficient execution.

Conhecimentos

People Leadership

Generative AI

Client Relations

Collections Analytics

Accounts Receivable

Campaign Analytics

RPA Design

Formação académica

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Ferramentas

ITIL Tools

CRM Systems

Descrição da oferta de emprego

Service Delivery Leader - Customer Care - Collections 4D

Service Delivery Leader - Customer Care - Collections

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 -

Inviting applications for the role of Customer Support_Service Delivery Lead

Responsibilities

• Lead a team of high performing customer service voice agents
• Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.
• Achieve SLAs, productivity and quality metrics for your line of business/team members.
• Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills.
• Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
• Utilize an in-depth understanding of metrics to drive data-backed business decisions.
• Continuously add value through effective project management, dedicated prioritization and efficient execution.
• Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

Qualifications

• Customer obsessed, motivated by crafting a seamless support experience for our global customer base.
• Vast relevant experience in financial services, technology and/or customer support.
• People management experience in an operations environment.
• Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions.
• Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
• Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity.
• Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines.
• Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment.
• Availability to work shifts on weekends, and outside of the "standard" workday.
• Excellent communication skills (written, verbal, and in presentation format), ability to simplify complex topics for broad audiences.

Qualifications -

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications -

ITIL Foundation Certificate in IT Service Management - AxelosAxelos

Required Skills -

Account Maintenance, Accounts Receivable Collection, Audit Risk Assessments, Branch analytics & reporting, Campaign Analytics, Chargeback, Claims Analytics, Claims Resolution, Client Relations, Collections Analytics, Collections Management, Control Self Assessments, Generative AI, People Leadership, RPA Design and CM Principles, Transition Management

Language

English (Required)

Language Proficiency -

Advanced - C1

Job Type

Regular

Master Skill List -

Customer Care - Collections

Remote Type -

Hybrid

Work Shift -

Standard (Portugal)

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.

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