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Assistant Vice President, Contact Center
hace 3 meses
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 Assistant Vice President, Contact Center
Grow as part of a next gen service line that is focused on building path breaking offerings to power the growth engines of our Fortune-500 clients – customer experience, customer acquisition, social media influence and front-office data insights. Steer the strategy for banking contact center growth, build a technology ecosystem for forward compatible platform solutions that digitizes the clients’ contact center and generates quantifiable business outcomes. Be a market-maker, shaping large turnkey deals, driving thought leadership with CXO level clients, and growing the business through partnerships and IP development.
Responsibilities
·This role is responsible for driving growth in Customer Care / Customer Experience with a strong focus on Banking and Financial Services contact centers followed by Retail, Healthcare and HiTech. OKRs include direct P&L responsibility with quarterly & annual growth targets for new bookings, renewals, revenue, and margin. Innovate on the customer experience value chain by developing supremely relevant client solutions, scalable across an industry, through data-technology-AI offerings and capabilities.
·Develop and execute service line capability build
·Build Data & AI IP and Assets on an ecosystem of hyperscale partner platforms to deliver a differentiated proposition for clients addressing industry level pain point (Partner examples include Gen AI system such as ChatGPT, Bedrock, Vertex, Anthropic and CcaaS platforms such as Amazon Connect, Genesys, Salesforce, Azure / Nuance, Nice, etc.
·Deeply engage with existing clients (continuously and at monthly business reviews) to drive business impact in their accounts through innovation, thought leadership, execution of data-tech-AI projects generating reference-able case studies, replicable solutions, and account growth through new business
·Be an internal change-maker, garnering cross-functional buy-in and support across the organization to execute and implement solutions
·Identify quantifiable service line expansion opportunities working with corporate strategy, sales, and operations to close gaps through strategic hires, partnerships, and acquisitions
·Solution Architect responsibilities
·Drive bookings through both sole-sourced opportunities and RFP responses by leading and stitching end-to-end solutions and senior client presentations
·Lead client pursuits by steering cross functional teams across service lines, data-tech-AI, sales, operations, marketing, and global distributed support teams to deploy solutions into client proposal, RFP responses etc. to generate winning propositions
·Shape winning proposals by bringing intellectual capital across functions such as advisory, operations, talent, commercial, digital, data etc.
·Lead client orals and site visits with executive presence, demonstrating deep industry knowledge in banking, deep domain knowledge in contact center technology and operations
·Author, publish and market thought leadership
·Generate inflows and pipeline by connecting with and influencing CCO and CX leaders at existing and target clients through engagement in industry forums, analyst roundtables, marketing events, white paper publications, social media engagement and direct client engagement
·Engage with customer experience management analysts (at firms such as Everest, ISG, IDC, Gartner, Forrester, HFS, Nelson Hall etc.) to demonstrate a differentiated strategy, industry leadership through wins, and intellectual capital to drive up rankings
·Develop industry benchmarks from data within the company and external breathing, demonstrating our value to clients
Minimum Qualifications / Skills
·Leadership position contact center, customer care or customer experience in the banking industry either at a major financial services firm or a service company catering to banking
·Demonstrated experience with contact center technologies and operations across major financial services sectors including but not limited to consumer and retail banking, commercial banking, fintechs, crypto, wealth management, lending, mortgage, brokerage, investment banking, etc.
·Bachelor’s degree from a top-tier university with work experience of at least 12 years
·Must have a strong sales background with accountability for revenue targets and managing a large P&L
·Accountable for a client landscape of major Foture-500 clients including extensive experience with US based financial institutions (if from a services company background)
·Hands-on experience with developing solutions for contact center services in banking, across operating model design, technology implementation and outcome based commercial constructs
·Experience building and managing data, technology, and AI-led solutions in customer experience management
·Excellent executive presence and proven ability to engage with clients at the CXO level
·Demonstrated ability to define and build external partnerships in digital technologies, data, and analytics (including establishing contracts and commercial agreements, implementing, and integrating partner solutions)
·Ability to work in a highly matrixed environment, with a proven ability to be an influencer outside of one’s own direct line of business
·Proven ability to navigate through a complex and dynamic organizational structure and perform at the highest level in an ambiguous environment
·Proven ability to work well under pressure, with extremely tight client dictated deadlines
Ability to develop and pitch a client facing presentations at the C-suite level, and be a proven individual contributor in authoring client facing documents in PowerPoint, narratives in Word, and analyzing data and building grounds-up business cases in Excel
Strong leadership skills, analytical mindset, problem solving, organization skills, and attention to detail
oStrong experience in delivering presentations to senior members of an organization
Preferred Qualifications/ Skills
oAdvanced degree (Masters, MBA, or Ph.D.) from a top-tier university
