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 Assistant Manager– Chat and Email Team Leader 

We are looking for a skilled and motivated Chat and Email Team Leader to lead and manage our customer support team, ensuring the delivery of high-quality service via chat and email channels. In this role, you will be responsible for overseeing the team’s daily operations, providing guidance and support, and ensuring that all customer inquiries and issues are resolved effectively and efficiently. You will play a key role in developing team members, improving processes, and ensuring that performance goals are met or exceeded.. 

Key Responsibilities: 

• Lead and manage a team of chat and email support analysts, providing coaching, guidance, and performance feedback. 

• Monitor team performance against key metrics, ensuring timely response times, resolution times, and high levels of customer satisfaction. 

• Resolve escalated customer issues that require advanced problem-solving or special attention. 

• Ensure consistent, high-quality service is provided to customers through chat and email by setting clear standards and best practices. 

• Conduct regular team meetings to review performance, provide updates, and discuss any challenges or improvements. 

• Develop and implement training programs to continuously improve team knowledge and performance. 

• Analyze trends and data to identify recurring issues or process gaps, working with relevant teams to implement solutions. 

• Collaborate with other departments, such as product or technical support, to ensure smooth resolution of customer concerns. 

• Handle scheduling, workload balancing, and resource allocation to ensure that the team is well-equipped to handle customer inquiries. 

• Ensure adherence to company policies, processes, and SLAs. 

• Maintain and update documentation related to chat and email support procedures and best practices. 

• Foster a positive and motivating team environment, promoting collaboration and continuous improvement.  

Minimum Qualifications: 

• Bachelor’s degree with meaningful experience of Banking operations proven track record  

• Proven experience in a customer support leadership or supervisory role, specifically in chat and email support. 

• Strong leadership skills with the ability to motivate, inspire, and develop team members. 

• Excellent written communication skills, with the ability to maintain a professional and clear tone in all interactions. 

• Strong problem-solving and conflict-resolution skills. 

• Familiarity with customer support software or platforms (e.g., Zendesk, Freshdesk, Intercom) and performance tracking tools. 

• Solid understanding of customer service best practices, KPIs, and SLA management. 

• Ability to handle high-pressure situations and prioritize tasks effectively. 

• Experience in managing team performance, providing feedback, and conducting performance evaluations. 

• Ability to implement and drive continuous improvement initiatives. 

Preferred Qualifications: 

• Must possess a minimum of a bachelor's degree. 

• Prior experience in a banking support role is required. 

• Strong understanding of the banking industry and related product lines. 

• Proficiency in additional languages is considered an asset. 

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 respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube. 

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.