Front-Line Manager In Banking Customer Care - Assistant Manager - English - On Site Johannesbur[...]

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

Job summary

A global professional services firm is seeking a Front-Line Manager in Banking Customer Care for their Johannesburg site. This role involves managing a team, ensuring service delivery, performance monitoring, and developing strategies to improve team functionality. Candidates should have a strong background in customer service processes and be proficient in communication, with a focus on achieving service level targets.

Benefits

Attractive salary and benefits including Medical Aid

Multicultural work environment

Technical and soft skills training

Development opportunities in a growing company

Qualifications

• Experience in a voice process as trainer or front-line manager.
• Proficient in English (written and spoken).
• Ability to handle client interactions via email and calls.

Responsibilities

• Manage daily operations to ensure seamless customer experience.
• Develop and implement training strategies to enhance performance.
• Create governance reports for performance metrics.

Skills

Excellent communication skills

Detail-oriented

Customer-focused

Self-motivated

Strong organizational skills

Education

High school diploma or equivalent

Tools

PowerPoint

Word

Excel

Job description

Job Description - Front-Line Manager in Banking Customer Care – Assistant Manager – English – On Site Johannesburg

Genpact (NYSE : G) is a global professional services and solutions firm delivering outcomes that shape the future.

Our ,+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.

We are inviting applications for the role of Front-Line Manager in Banking Customer Care – Assistant Manager – English – On Site Johannesburg.

In this role, you will liaise between the Operations Leader and the team of associates, ensuring the client's services are delivered promptly and accurately in accordance with the Service Level Agreement.

You will drive team performance, ensure daily service level metrics are met, provide mentorship and development to associates, facilitate team meetings, and meet quality, customer experience, and efficiency requirements.

As a Sr. Front Line Manager, you should be prepared to advance to an Operations Manager role if needed.

Responsibilities

• Handle 17-20 resources and manage daily operations to ensure seamless customer experience.
• Identify focus areas monthly and develop coaching/training materials to improve team performance.
• Monitor and evaluate calls using mandated standards, analyze gaps impacting KPIs.
• Conduct calibration sessions and facilitate team communication and performance updates.
• Develop and implement training strategies to improve site CQ metrics and reduce defects.
• Collaborate with Training and Quality teams for effective implementation.
• Create governance reports such as weekly and monthly performance decks.
• Enforce company policies and guidelines across the team.
• Partner with other support functions for smooth operations.
• Monitor team performance and stay updated on best practices for continuous improvement.

Qualifications

• Experience as trainer, front-line manager, quality analyst, or similar in a voice process.
• Understanding of customer service components.
• High school diploma or equivalent.
• Self-motivated, able to work independently and in teams.
• Proficient in English (written and spoken).
• Excellent communication skills, detail-oriented, customer-focused.
• Ability to handle client interactions via email and calls.
• Strong organizational and prioritization skills.
• Experience with PowerPoint, Word, Excel, and analytical skills.
• Flexible with shift timings.

Preferred Skills

• Multinational/BPO background.
• KYC experience.
• Lean Six Sigma trained and certified.

What We Offer

• Attractive salary and benefits including Medical Aid, Retirement, and risk benefits.
• Multicultural work environment.
• Technical and soft skills training.
• Development opportunities in a growing company.

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

Genpact is an Equal Opportunity Employer and does not charge fees for applications.