Service Delivery Manager - Customer Care 4C

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; South Africa; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

Genpact is seeking a Service Delivery Manager for Customer Care in office-based South Africa. You will oversee daily operations, drive improvements, and coordinate with Quality, Training, and Workforce teams to ensure service excellence.

You will guide managers, analyze feedback, and push for continuous enhancement while ensuring policy and regulatory compliance across all care activities.

Qualifications

• Bachelor's degree or equivalent in a relevant field.
• English language proficiency required (C2 level per listed).
• Experience in customer care and service operations is preferred.

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 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 and opportunities for service enhancement.
• Support client interactions by addressing operational queries and driving escalation resolutions.
• Implement continuous improvement initiatives to optimize workflows and reduce turnaround times.
• Ensure adherence to company policies, regulatory requirements, and contractual obligations in all activities.

Skills

Customer Care

English Proficiency

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Tools

ITIL V3 Foundation

Project Management Professional

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 .

Job 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

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.

Kindly please see our Privacy Notice for Employment Candidates: https://www.genpact.com/privacy/notice-for-employment-candidates