Strategic Leader

hace 1 mes

Guate, Guatemala Genpact A tiempo completo
About the Role

Genpact is seeking a highly experienced professional to lead our Contact Center operations. As a key member of our team, you will be responsible for driving growth and innovation in customer experience management.

Key Responsibilities
  • Develop and execute a strategic plan to drive growth in customer care and customer experience, with a focus on banking and financial services contact centers.
  • Lead the development of data-technology-AI solutions to deliver a differentiated proposition for clients addressing industry-level pain points.
  • Engage with existing clients to drive business impact through innovation, thought leadership, and execution of data-tech-AI projects.
  • Be an internal change-maker, garnering cross-functional buy-in and support to execute and implement solutions.
  • Identify quantifiable service line expansion opportunities and work with corporate strategy, sales, and operations to close gaps.
Requirements
  • Leadership position in contact center, customer care, or customer experience in the banking industry.
  • Demonstrated experience with contact center technologies and operations across major financial services sectors.
  • Bachelor's degree from a top-tier university with work experience of at least 12 years.
  • Strong sales background with accountability for revenue targets and managing a large P&L.
  • Excellent executive presence and proven ability to engage with clients at the CXO level.
Preferred Qualifications
  • Advanced degree (Masters, MBA, or Ph.D.) from a top-tier university.

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