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Assistant Vice President, Contact Center Customer Experience Analytics
4-8 years
Bangalore / Bengaluru
1 vacancy
Assistant Vice President, Contact Center Customer Experience Analytics
Genpact
posted 1d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Collaborate with Banking, Capital Markets, Cards and Fin-Tech operations and analytics teams.
- Design, develop and deploy solutions that are specific to business /function needs.
- Provide regular updates to clients across geographies to ensure alignment with priorities and focus areas.
- Lead and direct a team of professionals.
Requires a comprehensive understanding of multiple areas within a function and how they interact to achieve the objectives of the function.
- Apply in-depth understanding of the business impact of technical contributions.
Excellent commercial awareness is a necessity.
- Excellent communication skills required to negotiate internally/externally, often at a senior level.
External client facing communication skill is a necessary.
- Accountable for the end results of an area.
Exercises control over resources, policy formulation and planning.
- Primarily affects a sub-function.
Involved in short- to medium-term planning of actions and resources for own area.
- Full management responsibility of a team or multiple teams, including management of people, budget, and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.
- Extensive experience in Analytics and Banking.
- Exposure to Banking and financial industry mandatory
- Functional expertise in contact center / customer experience domain mandatory; digital, operations analytics experience optional.
- Experience applying a variety of advanced analytical tools and methods to business challenges
- Ability to influence cross functional teams and drive analytical initiatives
- Demonstrated ability to set strategy/direction and follow through on execution while maintaining high levels of quality
- Proven track record of exceeding performance expectations and delivering results
- Experience attracting top analytic talent
- Ability to manage, coach and mentor leaders and team members
- M.
Sc.
(Statistics) M.
A.
(Economics)/MBA / Postgraduate would be preferred.
- Strong Programming skills (SQL/ SAS/Python) with relevant years of experience
- Strong understanding of financial industry and P&L drivers for Consumer products
- Strong ability to understand business requirements and define analytical solutions
- Ability to manage delivery in a highly matrix organization
Employment Type: Full Time, Permanent
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What people at Genpact are saying
Rating based on 92 Assistant Vice President
reviews
Anonymous · Customer Success, Service & Operations
in Hyderabad / Secunderabad
Work life balance is mostly good
- Job security - Good+2 more
Hybrid work model applies to operations teams and functional teams do not follow it Visibility and opportunities for growth are more concentrated if you are working from NCR
Assistant Vice President salary at Genpact
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