Assistant Vice President-Contact Center Collections SME
Genpact
Muntinlupa City, Philippines
1d ago

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

Qualifications

Minimum Qualifications / Skills

Previous experience in the Customer Service space with and with confirmed tenure in mid / senior management role in the Shared Services industry and should be a subject matter expert 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 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

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