AVP-Banking and Capital Market (Voice process) @ Job Circle Hiring

Job Description

Inviting applications for the role of AVP, Banking and Capital Market Responsibilities Own the overall operations (Process management, P&L management, Client management, People Management, Performance Management, Strategic Initiatives, etc.) for a Banking Customer Service and Collections account Engage operations and support functions for ensuring the success of the program Handle clients and internal Business and partner with them to effectively run the outsourced program Articulate and tailor value proposition based on the needs identified for client and differentiation of Genpact Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps. Qualifications we seek in you! Minimum Qualifications Candidate must have contact center experience including previous experience in the Customer Service space with and with confirmed tenure in. mid/senior management role in the Financial Services industry and should be a subject matter expert on various aspects of financial services. Experience in directly leading and running an Operations team and be directly accountable for outcome metrics per the agreed SLA by the clients Understanding of Performance measurements and ability to lead day-to-day performance such as Productivity, C-Sat, Efficiency, Shrinkage, among others. Identifying and leading continuous improvement projects through Lean & Six Sigma Tools for achieving a better business outcome Outstanding customer relationship skills Experience holding and representing the Program independently in Customer Reviews and visit Preferred Qualifications/ Skills Balancing critical issues and customer concerns Establishing/maintaining a customer-centric culture Acquiring references, case studies, and testimonials from customers Have the ability and experience of cross-functional teamwork and partnership skills

Employement Category:

Employement Type: Full time
Industry: IT Services & Consulting
Role Category: Customer Service (Domestic)
Functional Area: Not Applicable
Role/Responsibilies: AVP-Banking and Capital Market (Voice process)

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Keyskills:   Customer Service contact center experience Financial Services industry Operations team management Performance measurements Lean Six Sigma Tools customer relationship skills crossfunctional teamwork