Banking Customer Care Management Trainee

Genpact; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An advanced technology services provider is seeking a Management Trainee for their Banking Customer Care for Voice Processes in Johannesburg, South Africa. The ideal candidate will manage day-to-day operations, ensuring excellent customer service, coaching team members, and analyzing performance metrics. A High School Diploma is required, along with strong communication, organizational, and analytical skills. Join a team dedicated to driving innovation and transformation in a fast-paced environment.

Benefits

Hands-on experience

Career acceleration opportunities

Mentorship and continuous learning

Qualifications

• Experience in a Voice Process as a trainer, front line manager, or quality analyst.
• Excellent written and oral communication skills.
• Ability to work under tight deadlines.

Responsibilities

• Manage the day-to-day activities of the team.
• Monitor and evaluate calls to maintain quality standards.
• Develop training strategies to improve performance.

Skills

Customer service understanding

Communication skills

Numerical skills for analysis

Organizational skills

Adaptability

Education

High School Diploma/GED

Tools

PowerPoint

Word

Excel

Job description

Ready to shape the future of work? At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services pepeales. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Banking Customer Care for Voice Processes – Management Trainee – On Site South Africa.

Responsibilities

• Should be operation expert and able to handle 15-20 resources
• Managing the day-to-day activities of the team
• Manage day to day activities across all Genpact required activities, ensuring a seamless customer experience throughout the Customer Service journey
• Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team’s performance
• Monitor and evaluate calls using evaluation standards and forms mandated by the client
• Provide analysis in evaluated calls and identify gaps that impact KPIs
• Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance
• Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics
• Works closely with other members of the Training and Call Quality team to ensure effective implementation
• Create Governance Reporting such as weekly and monthly decks
• Enforce Genpact’s guidelines and policy across the operations team
• Partner with Training and other Support Functions to ensure a seamless operation
• Track, analyze and monitor performance of the teams under their care
• Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s)

Qualifications we seek in you!

Minimum Qualifications

• Experience as trainer, front line manager, quality analyst or similar in a Voice Process
• Very good understanding of Customer Service integral components
• High School Graduate
• Self‑motivated with ability to work both independently and as part of a team
• Ability to handle client on one‑on‑one basis, via e‑mails and calls
• English Proficient – both written and spoken
• Excellent written and oral communication skills and detail‑oriented
• Great customer orientation, crisp communication skills, positive and proactive attitude, result-oriented
• Ability to learn, adapt, upskill and work independently
• Ability to work under tight deadlines across multiple projects in parallel and different time zones. Good prioritization skills
• Working experience in PowerPoint, Word and Excel
• Numerical Skills for Analysis and Reporting
• Should be flexible in shift timings
• Strong organizational skills to give the team direction

Preferred Qualifications/ Skills

• Multinational/ BPO background is preferred
• Lean Six Sigma noks

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career – Get hands‑on experience, mentorship, and continuous learning opportunities
• 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 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 Groupon regarding 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. Please be informed the proof of education (including educational certificates) may be requested during the recruitment process. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process. enseñ>

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Job Management Trainee

Primary Location: South Africa – Johannesburg

Schedule: Full‑time

Education Level: High School Diploma/GED

Job Category: Full Time