AI-Driven Service Delivery Manager - Customer Care

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

Job summary

Genpact Ltd. in South Africa invites a Service Delivery Manager - Customer Care to lead day-to-day customer care operations across channels. You will manage SLAs, drive customer satisfaction, and mentor team managers to build a high-performance culture.

Collaborate with Quality, Training, and Workforce Management to assure process readiness, compliance, and continuous improvement. The role demands leadership, strategic thinking, and hands-on execution in a fast-moving AI-enabled services

Qualifications

• Bachelor's degree in Business Administration, Communications, Hospitality Management, Information Technology or Marketing.
• Multiple degrees indicate broad business acumen and cross-functional understanding.
• Certifications and continuous learning are valued in client-facing delivery roles.

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

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communications

Bachelor's degree in Hospitality Management

Bachelor's degree in Information Technology

Bachelor's degree in Marketing

Job description

Genpact Ltd. in South Africa invites a Service Delivery Manager - Customer Care to lead day-to-day customer care operations across channels. You will manage SLAs, drive customer satisfaction, and mentor team managers to build a high-performance culture.

Collaborate with Quality, Training, and Workforce Management to assure process readiness, compliance, and continuous improvement. The role demands leadership, strategic thinking, and hands-on execution in a fast-moving AI-enabled services