Operations Manager | Financial Technology | Onsite - Quezon City

Metro Manila
Management & Support (Call Centre & Customer Service)
Full time
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Posted 1d ago

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 Manager Customer service, Voice Operations!

 

This role will oversee and manage voice operations in a fast-paced BPO environment. This role demands a dynamic leader who is street-smart, results-driven, and capable of balancing multiple priorities while ensuring exceptional service delivery and operational excellence. The ideal candidate will leverage their expertise in managing high-performing teams, driving customer satisfaction, and meeting business objectives.

 

Key Responsibilities:

Team & Operations Management:

  • Lead and supervise voice and chat operations to ensure efficiency, quality, and adherence to client SLA (Service Level Agreements).
  • Train, mentor, and develop teams to enhance productivity and performance.
  • Drive operational best practices, ensuring processes are streamlined and optimized.

 

Strategic Planning & Execution:

  • Develop and execute strategies for continuous improvement and cost-effectiveness in operations.
  • Collaborate with stakeholders to align operations with business objectives and client needs.

 

Client & Stakeholder Management:

  • Build strong client relationships to ensure satisfaction and long-term business partnerships.
  • Manage escalations effectively, demonstrating sound judgment and problem-solving skills.

 

Metrics, Reporting, and Analysis:

  • Monitor key performance metrics (KPIs) like average handling time (AHT), first call resolution (FCR), and customer satisfaction scores (CSAT).
  • Analyse trends, identify challenges, and implement data-driven strategies to improve results.

 

Resource Allocation & Process Optimization:

  • Manage workforce planning, ensuring adequate staffing levels for peak periods.
  • Drive innovations to improve service delivery and enhance the customer experience.

 

Qualifications we seek in you!

Key Qualifications/Skills:

  • Street-Smart Leadership: Ability to think on your feet, solve real-world problems quickly, and adapt to dynamic challenges.
  • BPO Expertise: Proven experience in leading voice and chat operations in a BPO setup.
  • Results-Oriented: Demonstrated ability to meet or exceed operational KPIs and improve efficiency.
  • Client Relationship Management: Strong communication and interpersonal skills to build trust and rapport with clients.
  • Process Improvement: Experience in identifying inefficiencies and implementing creative, scalable solutions.
  • Team Management: Skilled in motivating, mentoring, and leading diverse teams to achieve high levels of performance.
  • Technical Acumen: Familiarity with BPO tools like CRM platforms, workforce management software, and analytics tools.

 

Education & Experience Requirements:

  • Bachelor’s degree in business administration, Management, or a related field (preferred).
  • Minimum [5+] years of experience in managing voice operations in the BPO sector.
  • Proven success in leading teams, achieving KPIs, and building client relationships in a fast-paced environment.

 

Must have worked & should be comfortable with

  • 24*7 work environment
  • 100% work from office
  • Night shifts

 

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, s*x, *ge, 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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.

 

Furthermore, please do note that 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. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training

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Employer questions

Your application will include the following questions:
  • What's your expected monthly basic salary?
  • Which of the following types of qualifications do you have?
  • How many years' experience do you have as a Financial Technology Manager?

Company profile

Company Logo for Genpact
Information & Communication TechnologyMore than 10,000 employees

Genpact (NYSE: G) is a global professional services firm that makes business transformation real. We drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience running thousands of processes for hundreds of Global Fortune 500 companies. We think with design, dream in digital, and solve problems with data and analytics. We obsess over operations and focus on the details – all 78,000+ of us. From New York to New Delhi and more than 20 countries in between, Genpact has the end-to-end expertise to connect every dot, reimagine every process, and reinvent companies’ ways of working. We know that rethinking each step from start to finish will create better business outcomes. Whatever it is, we’ll be there with you – putting data and digital to work to create bold, lasting results – because transformation happens here. Get to know us at Genpact.com and on LinkedIn, Twitter, YouTube, and Facebook.

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 diversity and inclusion, respect and integrity, customer focus, and innovation.

We have so much in store for you!

Monthly Basic SalaryMonthly Rice Subsidy (Tax Exempt)Monthly Clothing Allowance (Tax Exempt)10% Night differential for Probationary & 20% Night Differential Pay for full timePerformance based monthly variable incentive (as much as Php 4,000/month)Performance based annual salary increase18 leaves per year upon confirmation13th Month PayLife and Accident Insurance for the employeeSSS, Pag-Ibig, PhilhealthRetirement Benefit PlanHealth and Medical Insurance for the employee – with the option to enroll family member/s

There’s more!!!

Genpact also offers trainings and courses to help build your experience, knowledge and skill!

Six Sigma Training and CertificationLean Training100++ Genome Training Courses

Perks and benefits
Medical
Miscellaneous allowance
Education support
Loans
Dental
Sports (e.g. Gym)
Parking
Vision
Performance based monthly variable incentive (as m

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