Banking Customer Care KYC – Management Trainee- English – Johannesburg – On site

Johannesburg, Gauteng
Permanent
Full-time

21 days ago

Ready to shape the future of work?At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s , our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to , our breakthrough solutions tackle companies’ most complex challenges.If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on , , , and .Inviting applications for the role of Banking Customer Care KYC – Management Trainee- English– Johannesburg – On site!In this role, you will be responsible for liaising between the Operations Leader and the team of associates, to ensure the client’s services are delivered promptly and accurately in accordance with the Service Level Agreement’sResponsibilitiesShould be operation expert and able to handle 17-20 resourcesManaging the day-to-day activities of the teamManage day to day activities across all Genpact required activities, ensuring aseamless customer experience throughout the Customer Service journeyIdentify focus teams each month and provide/develop materials to be used fornecessary coaching and training to improve the overall team’s performanceMonitor and evaluate calls using evaluation standards and forms mandated by the clientProvide analysis in evaluated calls and identify gaps that impact KPIsConduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performanceDevelopment and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metricsWorks closely with other members of the Training and Call Quality team to ensure effective implementationCreate Governance Reporting such as weekly and monthly decksEnforce Genpact’s guidelines and policy across the operations teamPartner with Training and other Support Functions to ensure a seamless operationTrack, analyze and monitor performance of the teams under their careKeep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its ClientQualifications we seek in you!Minimum QualificationsExperience as trainer, front line manager, quality analyst or similar in a Voice ProcessVery good understanding of Customer Service integral componentsHigh School GraduateSelf-motivated with ability to work both independently and as part of a team.Ability to handle clients on one-on-one basis, via e-mails and calls.English Proficient – both written and spokenExcellent written and oral communication skills and detail oriented.Great customer orientation, crisp communication skills, positive and proactive attitude, result oriented.Ability to learn, adapt, upskill and work independently.Ability to work under tight deadlines across multiple projects in parallel and different time zones. Good prioritization skills.Working experience in PowerPoint, Word and ExcelNumerical Skills for Analysis and ReportingShould be flexible in shift timingsStrong organizational skills to give the team direction.Preferred Qualifications/ SkillsMultinational/ BPO background is preferredLean Six Sigma Trained and TestedWhy join Genpact?Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovationMake an impact – Drive change for global enterprises and solve business challenges that matterAccelerate your career – Get hands-on experience, mentorship, and continuous learning opportunitiesWork with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every dayThrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.Let’s build tomorrow together.Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, 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 respect and integrity, customer focus, and innovation.
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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