Manager

24 hours ago

Muntinlupa, Philippines Genpact Full time

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.

We are inviting applications for the role of Manager, Customer Care.

Role Overview

The Customer Service FLM ensures that customer needs are met. Responsibilities include:

  • Measuring customer satisfaction and improving services
  • Managing a team of customer service staff
  • Handling face-to-face customer inquiries

The ideal candidate will have a commitment to service excellence, focus, employee development, and process improvement.

Responsibilities
  • Manage a team of 15-17 customer service experts responsible for resolving inquiries and issues
  • Assist with customer inquiries regarding products, services, policies, and escalations
  • Review productivity reports and provide coaching to ensure performance metrics are met
  • Lead and support the team to improve service levels and develop their skills
  • Identify performance trends and implement improvements
  • Conduct regular performance reviews and career counseling
  • Contribute ideas to management to enhance client service and address industry trends
  • Participate in cross-team projects
  • Implement best practices to exceed productivity and service level targets
  • Provide constructive feedback to ensure compliance and performance improvement
  • Drive employee retention and manage HR metrics
Qualifications

Minimum Skills and Qualifications:

  • Experience as a Team Leader in Banking/Financial Services customer service, preferably credit cards
  • Handled Voice and Chat channels
  • Strong operational, managerial, analytical, and interpersonal skills
  • Background in ITES/IT operations with operational excellence certifications (e.g., Yellow Belt/Green Belt) is desirable
  • Bachelor’s degree or relevant experience
  • Good communication and interpersonal skills
  • Negotiation skills for escalations
  • Flexibility to work rotational shifts and on week-offs

Preferred Skills:

  • Customer Service experience in banking industry
Why Join Genpact?
  • Be a transformation leader at the forefront of AI, automation, and digital innovation
  • Drive meaningful change for global enterprises
  • Accelerate your career with hands-on experience and mentorship
  • Join a community of 140,000+ innovators and problem-solvers
  • Work in a values-driven culture emphasizing integrity and inclusion

Let’s build tomorrow together. Genpact is an Equal Opportunity Employer and does not charge fees for job applications. We value respect, integrity, customer focus, and innovation in our work environment.

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