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 AI Gigafactory, 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 agentic AI, 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 genpact.com and on LinkedIn, X, YouTube, and Facebook.
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’s
Responsibilities
Should be operation expert and able to handle 17-20 resources
Managing the day-to-day activities of the team
Manage day to day activities across all Genpact required activities, ensuring a
seamless customer experience throughout the Customer Service journey
Identify focus teams each month and provide/develop materials to be used for
necessary coaching and training to improve the overall team’s performance
Monitor and evaluate calls using evaluation standards and forms mandated by the client
Provide analysis in evaluated calls and identify gaps that impact KPIs
Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance
Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics
Works closely with other members of the Training and Call Quality team to ensure effective implementation
Create Governance Reporting such as weekly and monthly decks
Enforce Genpact’s guidelines and policy across the operations team
Partner with Training and other Support Functions to ensure a seamless operation
Track, analyze and monitor performance of the teams under their care
Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client
Qualifications we seek in you
Minimum Qualifications
Experience as trainer, front line manager, quality analyst or similar in a Voice Process
Very good understanding of Customer Service integral components
High School Graduate
Self-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 spoken
Excellent 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 Excel
Numerical Skills for Analysis and Reporting
Should be flexible in shift timings
Strong organizational skills to give the team direction.
Preferred Qualifications/ Skills
Multinational/ BPO background is preferred
Lean Six Sigma Trained and Tested
Why join Genpact?
Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
Make an impact – Drive change for global enterprises and solve business challenges that matter
Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
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 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.