Manager

Overview

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 Manager, Customer Care

In this role, you will be responsible for Service delivery, People development, Client focused problem solver with strong analytical and continuous improvement attitude.

• 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
• 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

• Minimum Qualifications / Skills: 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
• This job will require working in a normal shift, Monday to Friday.

• 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

• 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, 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.