Service Delivery Manager - Customer Care 4C

8201 Genpact South Africa (Pty) Ltd; Gauteng; On-site; ZAR 550,000 - 850,000; Full time

Job summary

Genpact South Africa is seeking a Senior Manager to oversee day-to-day customer care operations from its Gauteng office. You will ensure consistent service delivery across channels and drive improvements in satisfaction and efficiency.

You will lead and mentor team managers, collaborate with Quality, Training and Workforce Management, analyze feedback and data, and address escalations while ensuring compliance with policies and contractual obligations.

Qualifications

• Bachelor degrees in multiple fields related to business and IT.
• ITIL V3 Foundation or PMP certifications preferred.
• Experience in customer care operations with SLA/KPI management.

Responsibilities

• Oversee day-to-day customer care operations across support channels.
• Manage team performance against SLAs and KPIs.
• Collaborate with Quality, Training and Workforce Management to ensure readiness and compliance.
• Lead and mentor team managers to foster engagement and high performance.
• Analyze customer feedback and operational data to identify trends and root causes.
• Address escalations and participate in service reviews to drive resolution.
• Ensure adherence to policies and contractual obligations in all activities.

Skills

Customer Care

SLA Management

KPI Tracking

Team Leadership

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Description

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.

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

ITIL V3 Foundation - AxelosAxelos, Project Management Professional (PMP) - Virtual Learning Academy (VLA)Virtual Learning Academy (VLA)

Required Skills

Account Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Loan Servicing, Personal Banking, Retail Banking, Wealth Management

Language

English (Required)

Language Proficiency

Proficient - C2

Job Type

Regular

Master Skill List

Customer Care

Remote Type

Office

Work Shift

Standard (South Africa)

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• 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 140,000+ coders, 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 considers applicants for all positions without regard to 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.

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.

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