Postes à Johannesburg, Afrique du Sud

Ready to shape the future of work?

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions, we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

We are inviting applications for the role of Banking Customer Care KYC – Management Trainee - English – Johannesburg – On site!

In this role, you will be responsible for liaising between the Operations Leader and the team of associates to ensure the client’s services are delivered promptly and accurately in accordance with the Service Level Agreements.

• Handle 17-20 resources and be an operations expert.

• Manage the day-to-day activities of the team.

• Ensure seamless customer experience throughout the Customer Service journey.

• Identify focus teams monthly and develop training materials for coaching and performance improvement.

• Monitor and evaluate calls using client-mandated standards and forms.

• Analyze evaluated calls to identify gaps impacting KPIs.

• Conduct calibration sessions with Supervisors and Team Leaders; facilitate team huddles and updates on performance.

• Develop and implement training strategies to improve site CQ metrics, reduce defects, and ensure compliance.

• Collaborate with the Training and Call Quality teams for effective implementation.

• Create governance reports such as weekly and monthly decks.

• Enforce company policies across the operations team.

• Partner with Training and Support Functions for seamless operations.

• Monitor team performance and implement continuous improvement practices.

Minimum Qualifications

• Experience as a trainer, frontline manager, quality analyst, or similar in a Voice Process.

• Good understanding of Customer Service components.

• High School Graduate.

• Self-motivated with the ability to work independently and in teams.

• Ability to handle clients via email and calls.

• Proficiency in English (written and spoken).

• Excellent communication skills, detail-oriented, with a customer-centric attitude.

• Ability to learn, adapt, upskill, and work independently.

• Capable of managing multiple projects under tight deadlines across different time zones.

• Experience with PowerPoint, Word, and Excel.

• Strong analytical skills for reporting.

• Flexible shift timings.

• Strong organizational skills to guide the team.

• Experience in multinational/BPO environments.

• Lean Six Sigma Trained and Certified.

• Be a transformation leader at the forefront of AI, automation, and digital innovation.

• Drive meaningful change for global enterprises.

• Accelerate your career with hands-on experience, mentorship, and learning.

• Join a community of over 140,000 problem-solvers and innovators.

• Work in a values-driven culture emphasizing integrity and inclusion.

Join us at Genpact and take your career in the right direction. Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and does not charge fees for job applications. Beware of scams asking for payment or equipment purchase during the hiring process.