Assistant Vice President - Banking & Capital Market
Genpact
Muntinlupa City, Philippines
1d ago

Responsibilities

  • The AVP- Operations will be responsible for owning the overall operations of a Banking Customer Service and Collections account
  • Will also be responsible to engage operations and support functions for ensuring success of the program.
  • Would be accountable for handling clients and internal partners and partnering with them to efficiently run outsourced program.
  • Qualifications

    Minimum qualifications

  • With previous experience in the Customer Service space with and with confirmed tenure in mid / senior management role in Shared Services industry and should be a subject matter authority on various aspects of Insurance, be it life, property, casualty, health etc.
  • Experience in directly leading and running an Operations team and be directly accountable for outcome metrics in accordance to 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 better business outcome
  • Outstanding customer relationship skills
  • Holding and representing the Program independently in Customer Reviews and visit
  • Have the ability and experience of cross functional teamwork and partnership skills
  • Acquiring references, case studies and testimonials from customers
  • Preferred qualifications

  • Balancing critical issues and customer concerns
  • Establishing / maintaining a customer-centric culture
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