Banking Customer Care - Management Trainee â English â On Site Johannesburg

Genpact (NYSE\ : G); Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A global professional services firm is seeking a Banking Customer Care - Management Trainee in Johannesburg. The candidate will oversee a team, ensuring excellent customer service delivery. Responsibilities include team performance management, conducting training, and developing strategies to enhance service quality and compliance. Applicants should have a high school diploma and demonstrate strong communication, organizational, and customer service skills.

Benefits

Attractive salary and stable employment contract

Multicultural work environment

Professional training and career development opportunities

Access to learning platform

Medical aid and retirement benefits

Qualifications

• Experience as a trainer, front-line manager, quality analyst, or similar in a voice process.
• Self-motivated with the ability to work independently and in a team.
• Flexible shift availability.

Responsibilities

• Manage the day-to-day activities of a team of 15-20 resources.
• Ensure seamless customer experience throughout the customer service journey.
• Develop and implement training strategies to improve site CQ metrics.

Skills

Customer service understanding

Communication skills in English

Numerical analysis skills

Organizational skills

Education

High school diploma or equivalent

Tools

PowerPoint

Word

Excel

Job description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. With 125,000 employees across 30 countries, we are driven by curiosity, entrepreneurial agility, and a desire to create lasting value for our clients. Powered by our purpose—the relentless pursuit of a world that works better for people—we serve and transform leading enterprises, including Fortune Global 500 companies, through our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

We are inviting applications for the role of Banking Customer Care - Management Trainee (English, On-Site, Johannesburg).

In this role, you will liaise between the Operations Leader and a team of associates to ensure client services are delivered promptly and accurately, in accordance with Service Level Agreements. You will be encouraged to drive team performance, ensuring daily service level metrics are met while maintaining high accuracy, providing mentorship and development to associates, facilitating team meetings, and meeting quality, customer experience, and efficiency standards.

Responsibilities

• Manage the day-to-day activities of a team of 15-20 resources.
• Ensure seamless customer experience throughout the customer service journey.
• Identify focus areas each month and develop coaching and training materials to improve team performance.
• Monitor and evaluate calls using client-mandated standards and forms.
• Analyze evaluated calls to identify gaps impacting KPIs.
• Conduct calibration sessions with Supervisors and Team Leaders; facilitate team updates and performance reviews.
• Develop and implement training strategies to improve site CQ metrics, reduce defects, and ensure regulatory compliance.
• Collaborate with the Training and Call Quality teams for effective implementation.
• Create governance reports such as weekly and monthly performance decks.
• Enforce company guidelines and policies across the operations team.
• Partner with Training and Support functions to ensure smooth operations.
• Track, analyze, and monitor team performance.
• Stay updated on best practices for continuous improvement and added value.

Qualifications

Minimum Qualifications

• Experience as a trainer, front-line manager, quality analyst, or similar in a voice process.
• Strong understanding of customer service components.
• High school diploma or equivalent.
• Self-motivated with the ability to work independently and in a team.
• Excellent communication skills in English, both written and spoken.
• Proficient in PowerPoint, Word, and Excel; numerical analysis skills.
• Flexible shift availability.
• Strong organizational skills.

Preferred Skills

• Experience in multinational/BPO environments.
• Lean Six Sigma certification.

What We Offer

• Attractive salary and stable employment contract.
• Multicultural work environment with over 30 nationalities.
• Professional training and career development opportunities.
• Access to our learning platform.
• Benefits such as medical aid, retirement, and risk benefits.

If you do not hear back within 30 days, please consider your application unsuccessful for this cycle.

Genpact is an Equal Opportunity Employer. We do not charge fees for job applications, and beware of scams requesting payments or personal information.