Front Line Manager - Customer Care - Voice
Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
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Job Description
Inviting applications for the role of Auto Team Leader -Assistant Manager English on-site Johannesburg You will lead a team of 1520 agents delivering FCA-regulated Auto Finance Redress services to UK customers. You will be responsible for case management complaint resolution and L2 evidence review ensuring outcomes are fair compliant and documented in Salesforce CRM. A significant part of your role will involve reporting to clients providing insights into case progress trends and closure rates. You will also support direct customer interactions when necessary. Responsibilities: - Team Leadership: Lead coach and manage a team of agents ensuring delivery of KP Is productivity and service quality - Case Management: Oversee all cases handled by the team including escalations ensuring compliant resolution - Client Reporting & Liaison: Prepare and present reports to UK clients providing updates on case volumes trends and outcomes - Level 2 review: Review evidence and complaints escalated from agents making fair documented judgments - Complaint Handling & Closure: Take ownership of complex or sensitive complaints including direct customer engagement where required - Operational Oversight: Monitor team adherence to FCA regulations Treating Customers Fairly (TCF) and internal policies - QA & Continuous Improvement: Collaborate with QA to review findings implement improvements and support agent development - Escalations: Act as point of escalation for complex cases ensuring timely and accurate resolution - MI & Reporting: Produce detailed reports and trend analyses for internal management and client review - Training support: Support onboarding and continuous upskilling of agents as needed
Qualifications
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
Certifications
Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow
Required Skills
Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service, Data Analytics, Financial Analysis Reporting, Fraud Detection, Fraud Disputes, Sales
Language
English
Language Proficiency -
Proficient - C2
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care - Voice
Remote Type -
Office
Work Shift -
Standard (South Africa)
Why join Genpact?
- Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
- Make an impact – Help global enterprises solve business challenges that matter
- Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, 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, 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.
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