Vice President - Customer Services Practice

Company: Genpact
Location: Trenton
Posted on: September 15, 2020

Job Description:

Job Description - Vice President - Customer Services Practice (BFS011439)

Vice President - Customer Services Practice - BFS011439

NA With a startup spirit and 90,000+ curious and courageousminds, we have the expertise to go deep with the world’s biggest brands—and wehave fun doing it. Now, we’re calling all you rule-breakers and risk-takers whosee the world differently, and are bold enough to reinvent it. Come, transformwith us.

Transformation happens here. Come, be a part of our excitingjourney!

Are you the one we are looking for? Inviting applications for the role of Vice President, CustomerServices Practice

Define and growing the coordinated offerings is essential tosuccess and growth of CUSTOMER SERVICE. The role will help identify capabilitygaps in the solution roadmap, particularly back office implications andopportunities, and help address those gaps. In addition, the individual willwork with the reengineering and analytics teams to support delivery and withsales and BD teams for client discussions and proposals.

Responsibilities Undertake specific solutioning assignments in Customer Services space to drive growth

Build and support products and projects for customer service business

Conceptualize and architect scalable solutions in the Customer Service domain

Provide thought leadership and conscientious execution on diverse projects

Be responsible for profitable project execution and develop expertise in the offering areas

Develop digital and technology enabled solutions to enable phenomenal customer experience.

Evangelize the solution and work along with the delivery teams to implement and strengthen the value proposition

Evaluate new tools and platforms to optimize the process / service line. This includes exploring partnership opportunities, structuring strategic alliances and keeping a pulse on competitor solutions

Identify performance bottlenecks in the process and recommend technology led interventions that can be introduced

Participate in the presales process including but not limited to RFP/RFI responses, POC management, bid management, price management and overall deal solutioning

Build technical design and functional documentation for incumbent solutions crafted

Infuse external breathing through Specialist talks and conducting primary and secondary research on relevant topics

Qualifications Minimum qualifications Deep expertise in Customer Service strategy role.

Excellent communication and executive presence to connect at CXO level

Ability to build deep client partnerships

Holds exposure to a phenomenal industry network

Intellectual horsepower

Commercial Savvy

Ability to influence multiple internal partners

Ability to work in an ambiguous environment

Energy/Appetite for driving Growth.

Good Communication Skills.

Self Starter / Very self motivated and ability to work independently.

Deep Domain Collections experience

Exposure to Lean Six Sigma

Communication and Presentation skills

Post Graduate or MBA with work experience in Consumer / Retail banking vertical.

Excellent understanding of the Collections and voice based customer service and/or multi-channel environment

Preferred qualifications Interpersonal / Communication Skills/ Clear Problem solver /Team Player

Ability to work in diverse environment and take care of ambiguity.

Genpact is an Equal Opportunity Employer and considersapplicants for all positions without regard to race, color, religion or belief,sex, age, national origin, citizenship status, marital status, military/veteranstatus, genetic information, sexual orientation, gender identity, physical ormental disability or any other characteristic protected by applicable laws. Genpactis committed to creating a dynamic work environment that values diversity andinclusion, respect and integrity, customer focus, and innovation. For moreinformation, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn,and YouTube.

Keywords: Genpact, Trenton , Vice President - Customer Services Practice, Other , Trenton, New Jersey