Service Delivery Manager - Customer Care 4C

Genpact Ltd.; Randburg; On-site; ZAR 700,000 - 1,100,000; Full time

Job summary

Genpact Ltd. in South Africa invites a Service Delivery Manager - Customer Care to lead day-to-day customer care operations across channels. You will manage SLAs, drive customer satisfaction, and mentor team managers to build a high-performance culture.

Collaborate with Quality, Training, and Workforce Management to assure process readiness, compliance, and continuous improvement. The role demands leadership, strategic thinking, and hands-on execution in a fast-moving AI-enabled services

Qualifications

• Bachelor's degree in Business Administration, Communications, Hospitality Management, Information Technology or Marketing.
• Multiple degrees indicate broad business acumen and cross-functional understanding.
• Certifications and continuous learning are valued in client-facing delivery roles.

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.

Skills

Account maintenance

Banking capital markets

Cash application

Credit underwriting

Loan servicing

Personal banking

Retail banking

Wealth management

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communications

Bachelor's degree in Hospitality Management

Bachelor's degree in Information Technology

Bachelor's degree in Marketing

Job description

Service Delivery Manager - Customer Care

Ready 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.

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)

Proficient - C2

Job Details

• Additional Job Location
• 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.