Manager

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 Manager, Customer Care In this role, an Operations Manager (OM) will be responsible for leading the business unit to its maximum potential. An OM is expected to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing coaching and development to your direct reports and meeting defined quality, customer experience and productivity requirements. An OM will lead and assist in the growth and retention of our core business by overseeing business health to ensure that processes/activities/initiatives are carried out in accordance with established specifications, schedules, and budgets, minimize delays, review program status and plan future actions. Responsibilities Leads a team of Front‑Line Managers in day‑to‑day functions, including directing, planning, supervising and evaluating the work of assigned staff Coordinates workflow to achieve the volume expected to meet operational requirements. Approves special price concessions, quotes, fee allowances or adjustments Develops team members by assessing strengths and weaknesses, promotes training and career planning; coach unit members for career development. Provides input into hiring decisions Monitors performance of staff members according to established monitoring standards. Provides performance feedback on peers and lower‑level associates, and prepare fair, accurate, and thorough performance reviews Develops relationships and communicates issues of importance within the department and/or business unit Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards; assists with development of departmental budget Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content; directs process improvement projects Uses appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while progressing in project work Monitors and guarantees adherence with department, business unit, and client policies as well as regulatory agency standards and practices Performs other duties that may be assigned from time to time Minimum Qualifications Bachelor's degree in business related area Experienced supervisor in a larger or more complex unit Significant years of directly related experience and supervisory or lead role experience Experience in Team Management, Performance Management Experienced in MS Office applications such as Excel, Word, PPT Experience in a Customer Service and/or Collections, Financial account Preferred Qualifications Preferably Masters in Business Administration Excellent communication skills – comprehension, articulation, effective listening and written 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. Equal Employment Opportunity 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. 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. #J-18808-Ljbffr