URGENT | Sr. 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, YouTube, and Facebook.

Inviting applications for the role Sr. Manager, Commerce & Payments

In this role, you will be responsible for providing support as an SME to the team, problem solving with strong analytical and continuous improvement attitude.

Responsibilities

Business Process:

· Achieving KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks

· Analyzing data and trends, implementing projects/ initiatives for continuous improvement based on Lean Six Sigma methodologies

· Owning implementation and delivery of Operational Excellence Framework including Visual Management System

· Utilize capacity management tools to take decisions team scheduling

· Ensure the teams have access to all operational resources, for example but not limited to IT, Facility, Training, etc.

· Own the creation, update and maintenance of Standard Operation Procedures and Knowledge Management tool

· Direct and Determine reporting both for client and Genpact management for Operations review

· Identify problems/issues in Operations and develop mechanisms to communicate (both internal and client stakeholders), track and resolve those problems / issues in a timely and structural manner

· Display client handling skills to ensure successful NPS scores and customer satisfaction

· Be part of the client organization to drive improvement projects

· Own and hold periodic reviews with clients on Operational performance

· Ensure diligence and responsiveness on client ask/ request

· Drive Compliance initiatives in partnership with HR, IT, Infosec and facilitate process audit. Ensure all risk and vulnerabilities identified

People:

· People Management – Ensuring People Metrics e.g., Retention, Employee Satisfaction scores, Employee Engagement Indices, Wellbeing etc. are achieved by leveraging process, policies, and practices in partnership with HR

· Being part of people initiatives organized by HR team and owning delivering on the same

· Conduct Monthly, Quarterly and Yearly Individual Performance discussions and appraisal for Front Line Managers and ensure they too are conducting the same for their team members on time.

· Developing Performance Improvement Frameworks which should include, but not limited to, coaching and mentoring guidelines, developing talent roadmap, organizing career path interventions

· Owning and facilitating team meetings daily/ huddles for better process performance and enhancement

· Conflict Management and resolving issues not only within team, but also inter-team and cross functional

· Maintain discipline and positive behavior / environment in the team

· Ensure 100% accurate and timely inputs for the team they supervise for salary, leaves and incentives and other HR systems like employee health and safety regulations, etc.

· Partner in the development of employee engagement programs for team members

· Participating in selection of new team members or hires within Genpact

· Ensuring Learning Path for all team members is completed within deadlines

· Profitability:

· Input and maintain data in all HR and Finance related tools to ensure right billing

· Drive productivity improvements within operations

· Farm new opportunities for revenue enhancement or cost reduction

· Proven experience leading CX initiatives in B2B Commerce and payments.

· Ability to define and execute customer experience strategies aligned with business goals

· Expertise in mapping and optimizing end-to-end B2B customer journeys, including onboarding, transactions, support, and retention.

· Familiarity with enterprise buyer behavior and procurement processes.

· Proficiency in using CX metrics (e.g., NPS, CSAT, CES) and analytics tools to identify pain points and opportunities.

· Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity

· Ability to perform well in a highly dynamic, rapidly changing environment.

· Creative, outside-the-box thinker and strategist.

· Excellent communication and presentation skills.

· A team player and collaborator

· Proficient level of English min C1

· This job will require working in a normal shift, Monday to Friday.

· Team management experience in Operation will be preferred

· Lean Six Sigma Certification and /or enabling function experience (e.g., WFM, HR, QTP) is a plus

· Experience identifying and implementing process improvement opportunities within operations to drive business outcomes

· Experience managing and growing global teams in partnership with internal and client stakeholders

· Experience working across a global multicultural and multilingual team, tackling problems, and designing business solutions

· Experience in any process improvement framework or process maturity models in design and execution

· Experience communicating with, influencing, and presenting to a variety of audiences, including global cross-functional leaders

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, color, religion or belief, 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.