Service Delivery Manager - Customer Care - Blended 4D

Service Delivery Manager - Customer Care - Blended

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: Lead service delivery across blended customer care operations, managing a team of 100+ employees and 10+ Front Line Managers to ensure consistent performance and customer satisfaction.

Drive customer experience excellence for FinTech clients by mapping customer journeys, understanding market expectations, and implementing service improvements.

Oversee day-to-day call center functions, ensuring timely resolution of customer queries and alignment with company policies and strategic objectives.

Collaborate with Genpact’s customer experience management team and multiple clients to co-create solutions that enhance digital engagement and service delivery.

Ensure operational compliance and quality by resolving complex customer issues, reviewing documentation accuracy, and maintaining service standards.

Conduct regular team meetings, performance reviews, and coaching sessions to foster engagement, motivation, and career development.

Coordinate with training teams to ensure agents and managers are equipped with the necessary skills and product knowledge.

Monitor KPIs and service metrics, identify performance gaps, and implement corrective actions to meet client expectations.

Support new project launches by developing SOPs, delivering training, and managing testing and transition activities.

Represent the voice of the customer and the team in strategic discussions, driving continuous improvement and innovation.

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

CCP – Certified Credit Professional - Credit Institute of CanadaCredit Institute of Canada, Qualified Financial Advisor (QFA) - EduPristineEduPristine

Required Skills

Banking Capital Markets, Banking Operations, Core Banking, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Relationship Management (CRM), Customer Service, Data Analytics, Fraud Analytics, Network Management, Regulatory Affair Management, Risk Management

Language

English (Required), English (Required)

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Blended

Remote Type -

Hybrid

Work Shift -

Any (Philippines)

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.   Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.