Service Delivery Manager - Customer Care 4C

Genpact Ltd.; Johannesburg; Sur place; ZAR 700 000 - 1 100 000; Plein temps

Résumé du poste

Genpact Ltd. is seeking a Service Delivery Manager for Customer Care based in Johannesburg. The role oversees daily customer care operations across channels, ensuring service levels and KPIs are met while driving efficiency and customer satisfaction.

You will lead and mentor managers, analyze feedback and data, and push continuous improvements. The position requires strong English language skills and a background in business, communications, hospitality, IT, or marketing.

Qualifications

• Bachelor’s degrees listed above are required or strongly preferred.
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Responsabilités

• 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.

Connaissances

Account maintenance

Banking capital markets

Cash application

Credit underwriting

Loan servicing

Personal banking

Retail banking

Wealth management

English proficiency

Formation

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Description du poste

Service Delivery Manager - Customer CareReady to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.Job DescriptionResponsibilities: 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.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsITIL V3 Foundation - AxelosAxelos, Project Management Professional (PMP) - Virtual Learning Academy (VLA)Virtual Learning Academy (VLA)Required SkillsAccount Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Loan Servicing, Personal Banking, Retail Banking, Wealth ManagementLanguageEnglish (Required)Language Proficiency -Proficient - C2Additional Job Location -Job TypeRegularMaster Skill List -Customer CareRemote Type -OfficeWork 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 progressCome 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.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.Kindly please see our Privacy Notice for Employment Candidates: https://www.genpact.com/privacy/notice-for-employment-candidates