Collections Team Lead

Overview

Genpact Muntinlupa City, National Capital Region, Philippines

Collections Team Lead

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Management Trainee, Customer Care .

The Customer service FLMs ensure that the needs of their customers are addressed. The FLM may be required to work at various levels, from head office to the front-end of the business and in most cases will be:

• finding ways to measure customer satisfaction and improve services
• managing a team of customer service staff
• handling face-to-face enquiries from customers

The successful candidate will have a commitment to achieving excellence in service delivery management, with a strong record of focus, a passion for employee development, and a keen interest in process improvement.

In charge of managing a team of 15-17 customer service experts who are responsible to research and resolve customer service questions, inquiries, requests and problems.

• Assists CSR's with all customer inquiries regarding products, services, policies and procedures, customer issues, and escalated situations within stated authority.
• Maintains/reviews productivity reports and provides training/coaching to CSR's to ensure performance metrics are met and assist management with concerns.
• Provide leadership and administrative support to the team and manage them to achieve and constantly improve service levels based on forecast and capacity, meeting targets, achieving process improvement and people development.
• Identifies trends in team performance and recommends/implements changes to raise performance levels.
• Conduct periodic 1-0-1s and appraisals, offer regular career counseling, train and mentor resources.
• Share ideas with Management that positively influence the client vision using exposure to the team’s technical or business areas, and understanding of industry trends and fraud issues impacting banking.
• Participate in projects that involve one or more teams addressing issues outside the normal areas of responsibility.
• Implement best-in-class processes to maintain and exceed productivity and service level agreements.
• Provide constructive feedback to team members to ensure adherence to compliance and regulatory frameworks and help them improve performance.
• Drive retention through HR practices and people functions.
• Meet all people management metrics: attrition, time management, and other deliverables as required.

• Team Leader with experience in a Banking/Financial services customer service environment (preferably credit card businesses).
• Should have handled at least Voice and Chat or both mediums in the role of a Team Leader.
• Exceptional operational, managerial, analytical and interpersonal skills.
• Background in ITES/IT operations with operational excellence experience (yellow belt/green belt or equivalent) is desirable.
• Bachelor’s degree and/or relevant experience.
• Good written and verbal communication skills.
• Strong interpersonal skills and the ability to negotiate over the phone during escalations.
• Flexible to work in rotational shifts and week offs.

• Customer service experience in banking industry.

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. For more information, visit Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Furthermore, 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. Be cautious of scams offering starter kits, paid applications, or equipment purchases.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Management and Consulting

Industries: Business Consulting and Services, Outsourcing and Offshoring Consulting, IT Services and IT Consulting