Related skills
ms office data analysis kpi tracking outsourcing regulatory compliance📋 Description
- Oversee outsourced Genpact CS ops; ensure SLAs, quality, productivity, and compliance.
- Manage internal CS operations; ensure accuracy, efficiency, and policy adherence.
- Own executive escalations; lead cross-functional resolution and risk mitigation.
- Liaise with Legal on settlements, escalations, and regulatory alignment.
- Own CS performance reporting; define KPIs, monitor dashboards, translate insights into improvements.
🎯 Requirements
- 5+ years in customer service, operations, or financial services; 3+ years in leadership.
- Advanced MS Office proficiency.
- Experience managing outsourced or BPO partners.
- Strong analytical skills; KPI focus and data-driven improvements.
- Excellent verbal and written communication; ability to influence.
- Ability to lead cross-functional initiatives and manage dispersed teams.
🎁 Benefits
- Remote work option.
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