Contact Centre Manager/ Team Lead in Banking Field

3 weeks ago

Sydney, Australia Genpact Full time

**_Contact Centre Manager/ Team Lead in Banking Field_**

**_ _**

**_Preferred location_**
**_: Sunshine Coast -Australia
- **

**_With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. _**

**_Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower._**

**_ _**

**_Welcome to the relentless pursuit of better._**

**_ _**

**_Contact Centre Manager/ Team Lead in Banking Field_**

**_ _**

**_This role requires a Team leader with experience in leading a Team within the Business Banking domain. The person will be primarily responsible for team leading and service delivery within Australia delivery centre. This leader will also partner with various cross functional teams within Genpact to support the larger agenda of driving growth/transformation/Process improvement in the business. The person will be responsible to manage the onshore relationship along with operations and work with Genpact’s offshore team for service delivery _**

**_Responsibilities_**

**_ _**

**_Contact Centre Experience with 2-3 years of experience_**

**_ _**
**_Excellent communication in English both verbal and written as customer interaction is needed_**

**_ _**
**_Higher level of decision making, attention to details, high accuracy and Problem solving skills_**

**_ _**
**_Manage Team of 15-20 FTE in WFH or office set up _**

**_Managing day to day operations and delivering on agreed process metrics/contractual obligations _**

**_Proactive approach in recognizing emerging trends like potential frauds, accuracy, staffing challenges and fix them _**

**_Identify process anomalies and get those fixed _**

**_Provide Critical VOC / observations or escalate patterns to the business in case of any anomalies _**

**_Establish key relationship with key client stakeholders, G stakeholders - across different verticals _**

**_Leader with ability to hire and manage local talent and contribute to Digital build assets _**

**_In addition to the qualification, below is a must_**
**_:_**

**_ _**

**_Proven track record Team leading _**

**_In-depth Experience of contact centers_**

**_ _**
**_Good understanding of Australian culture, understanding of working dynamics in operations in Australia_**

**_ _**

**_ _**

**_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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit _**
**_. Follow us on _**
**_Twitter_**
**_, _**
**_Facebook_**
**_, _**
**_LinkedIn_**
**_, and _**
**_YouTube_**
**_._**

**_
Job_**_Assistant Manager_

**_ Primary Location_**_Australia-Sydney_

**_ Schedule_**_Full-time_

**_ Education Level_**_Master's / Equivalent_

**_ Job Posting_**_Feb 20, 2023, 3:29:11 AM_

**_ Unposting Date_**_Apr 21, 2023, 1:29:00 PM_
- Master Skills List_Operations_
- Job Category_Full Time_

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