Service Delivery Manager - Customer Care 4C

About the role

Genpact is looking for a Service Delivery Manager for its Customer Care 4C function. The role oversees day-to-day customer care operations and leads a team of managers, working in a standard office setting in South Africa.

Key responsibilities

• Oversee day-to-day customer care operations so that service is delivered consistently across all support channels.
• Manage team performance against defined SLAs and KPIs, improving customer satisfaction and operational efficiency.
• Work with Quality, Training and Workforce Management to keep processes ready and compliant.
• Lead and mentor team managers to build engagement, capability and a high-performance culture.
• Analyse customer feedback and operational data to find trends, root causes and improvement opportunities.
• Support clients by answering operational queries, taking part in service reviews and helping resolve escalations.
• Run continuous improvement initiatives to shorten turnaround times and improve the customer experience.
• Ensure compliance with company policies, regulatory requirements and contractual obligations.

Required profile

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology or Marketing.
• Proficiency in English (C2).
• Standard work shift in South Africa.

Required skills

• ITIL V3 Foundation certification (Axelos)
• PMP certification (Virtual Learning Academy)
• Account maintenance, banking capital markets, cash application, credit underwriting, loan servicing, personal banking, retail banking and wealth management