AI-Driven Service Delivery Leader – Customer Care

Genpact Ltd.; Johannesburg; On-site; ZAR 700,000 - 1,100,000; Full time

Job summary

Genpact Ltd. is seeking a Service Delivery Manager for Customer Care based in Johannesburg. The role oversees daily customer care operations across channels, ensuring service levels and KPIs are met while driving efficiency and customer satisfaction.

You will lead and mentor managers, analyze feedback and data, and push continuous improvements. The position requires strong English language skills and a background in business, communications, hospitality, IT, or marketing.

Qualifications

• Bachelor’s degrees listed above are required or strongly preferred.
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Responsibilities

• Oversee day-to-day customer care operations, ensuring consistent service delivery across support channels.
• Manage team performance against defined SLAs and KPIs, driving improvements in customer satisfaction and operational efficiency.
• Collaborate with cross-functional teams including Quality, Training, and Workforce Management to ensure process readiness and compliance.
• Lead and mentor team managers to foster engagement, capability development, and high-performance culture.
• Analyze customer feedback and operational data to identify trends, root causes, and opportunities for service enhancement.
• Support client interactions by addressing operational queries, participating in service reviews, and driving resolution of escalations.
• Implement continuous improvement initiatives to optimize workflows, reduce turnaround time, and enhance customer experience.
• Ensure adherence to company policies, regulatory requirements, and contractual obligations in all customer care activities.

Skills

Account maintenance

Banking capital markets

Cash application

Credit underwriting

Loan servicing

Personal banking

Retail banking

Wealth management

English proficiency

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Genpact Ltd. is seeking a Service Delivery Manager for Customer Care based in Johannesburg. The role oversees daily customer care operations across channels, ensuring service levels and KPIs are met while driving efficiency and customer satisfaction.

You will lead and mentor managers, analyze feedback and data, and push continuous improvements. The position requires strong English language skills and a background in business, communications, hospitality, IT, or marketing.