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Assistant Vice President - Global Consumer Banking

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

Inviting applications for the role of Assistant Vice President - Global Consumer Banking

This role is responsible and accountable for driving growth via bookings and revenue in the Customer  Care / Contact Center. An integral part of the role is innovating on the end-to-end value chain for customer care and customer experience at clients across CPG, retail, life sciences, insurance, hi-tech, and media by developing highly differentiated supremely relevant client solutions and offerings through turnkey digital and analytics partnerships.

Responsibilities:

  • Lead Solution Architect Responsibilities
    • Lead and convert deals into wins as LSA in customer service across verticals 
    • Define solution construct and target operating model across geographies working with poles & local solutioning teams 
    • Drive analytics and digital solutioning working with respective digital SMEs, analytics SMEs, BTS colleagues, cloud SMEs, LSS / MBB teams who support the relevant vertical 
    • Define and articulate value prop, productivity, and business impact for a deal 
    • Lead inputs from all deal contributors including bid-pro, pricing, sales/client partner / GRM, operations GOL / SDL, transitions, training, quality, WFM, hiring, recruiting, IT & infra, logistics & facilities, etc.
    • Author responses pertaining to customer care and revise others’ inputs of supporting functions to generate client-facing RFP response documents 
    • Lead commercial construct working with pricing team and review with vertical client partner and BL leadership
    • Prepare materials for orals presentations & deliver solution details during orals 
  • Develop and contribute to strategy for the service line
    • Develop a strategy for BP X.0 using SME knowledge as an individual contributor as well as working with an extended team including ops, virtual experts, other functional areas such as HR, etc. and through conducting appropriate market research
    • Articulate customer service value chain across sub-verticals, document level 1, 2, 3 digital SEP processes
    • Develop and quantify areas of impact within the value chain that generates deal-winning ROI 
    • Develop solutions in partnership with external technology and analytics firms (such as Amazon AWS, Google GCP, Microsoft Azure, Genesys, Nice In Contact, Five9, Automation Anywhere, UiPath, Uniphore, and smaller enterprises with products in conversational AI, chatbots, and customer care supporting functions such as quality, training, hiring, etc.)  
    • Collaborate with the build teams in BTS, digital, and analytics to implement and deliver proof of concepts in existing ops to generate credible case studies and productize the offering
    • Own and conduct demos of digital and analytics offerings
  • Author, publish, and market thought leadership 
    • Develop whitepapers, blogs, points of view POV documents in customer care through individual contribution to demonstrate thought leadership to clients and potential clients
    • Lead RFIs from market analyst firms such as Everest, HFS, Gartner, Forrester, ISG, etc. to improve rankings into the top right leader quadrant 
    • Engage in client quarterly business reviews, monthly business reviews, etc. to continuously take innovations, projects, pilots, transformative and executable initiatives to clients to generate sole-sourced deal wins 
  • Other Responsibilities-
  • Work will be based on the schedule committed by deal / RFP timelines (differences may appear at: the start and end hour, break length, holidays, work-related traveling). IST time zone typically requires a late start in the day and late-night working hours to accommodate global time zones of the client and deal team (PST/EST/GMT).
  • Building strategic relationships and network with peers from operations, sales, HR, hiring, training, quality pricing, and bid pro functions globally across all operating regions to facilitate goals and objectives
  • Extensive understanding of the linkages to all adjacent service lines including order management, sales and commercial, supply chain, help desk, and the BTS organization, Rightpoint, and Enquero;
  • Ability to author-written proposal in Word narrative form and PPT in flawless English, and a similar ability to deliver messaging verbally during orals
  • Ability to function effectively in a remote work-from-home environment and is open to traveling
  • Team Leadership
    • Collaborate with peers, juniors, and senior team members to push forward the agenda and goal of the practice in line with the vision of market leadership, growth, differentiation in digital and analytics, and deal conversion by promoting a nurturing and positive environment fostering Genpact’s values. Most importantly demonstrate a highly positive, self-motivated, proactive attitude and culture with ownership and hunger for winning 
  • Training
    • Obtain appropriate certification in lean digital LSS (e.g., GB, BB) as dictated by tenure in role and future career development trajectory in the service line
    • Obtain certifications and training that will help develop differentiated skills that will directly contribute to the growth and success of the service line (e.g., Lean Digital 101 certification)
    • Contribute to Genome content for customer care (content and as a guru leading learning sessions)

 

Qualifications we seek in you!

Minimum Qualifications/Skills:

  • Bachelor's degree (BA / BS) from a top university
  • Relevant work experience in a relevant field and relevant multinational companies (customer care, digital & analytics solutions in customer care, contact center, customer service);
  • First-hand experience in customer service operations, contact center analytics, or implementing and operating digital tools related to customer care digitization; intimate knowledge of major CRM and contact center technologies 
  • Proven project management experience including the ability to work in a multi-stakeholder environment with internal stakeholders (such as sales) to produce winning proposals 
  • Experience in engaging in strategic and tactical discussion with client executives and pitching the solutions at orals presentations
  • Excellent business analyst skills in developing process maps, operating models, business cases, and Excel-based analysis (expertise in Excel is required)
  • Excellent storyboarding skills in PowerPoint and authoring Word narratives for client proposals and orals (expertise in PowerPoint is required)

Preferred Qualifications/Skills:

  • Self-motivated individual contributor, proven ability to work in a team, both remotely and in-person 
  • Ability to handle 4-5 active client proposals or deals simultaneously
  • Proven ability to have client-facing sales discussions (presenting capability, or solution, or delivering at orals)
  • Ability to be an influencer within one’s organization (cultivating buy-in from stakeholders on whom success depends – e.g., analytics and digital colleagues)
  • Bringing innovation to the table, and a serious ability to execute projects (such as implementing a digital or analytics pilot)
  • A ‘do what it takes attitude to meet deadlines and deliver extremely high quality, flawless deliverables (e.g., RFP Word responses, PPT orals decks.)
  • Ability to work with high level of ambiguity (from the client, or internal colleagues), and demonstrating leadership through the ability to galvanize colleagues to work together to achieve deal wins
  • Ability to effectively ‘manage up’ and manage junior colleagues empowering them to raise the bar

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, 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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

 

Job: Assistant Vice President

Job ID: BFS016131

Primary Location: India - Bangalore

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Apr 1, 2022

Master Skills List: Domain

Job Category: Full Time