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. Inviting applications for the role of Manager, Customer Care In this role, you will lead a team supervisor in day‑to‑day functions and collaborate with different units within the company to drive overall operations. Responsibilities Lead a team of supervisors, directing, planning, supervising, and evaluating the work of assigned staff; coordinate workflow to meet operational requirements. Plan and lead the execution of employee engagement, rewards, and recognition initiatives to drive performance and mitigate attrition. Develop staff by assessing leadership proficiencies, promoting training and career planning; coach employees for career development and provide input into hiring decisions. Monitor performance of the cluster, provide performance feedback on supervisors and associates, prepare fair and detailed performance reviews, and account for meeting business goals. Develop relationships and communicate issues of importance within the department or business unit. Recognize and recommend operational improvements; promote accuracy and quality of services, deliverables, and content and direct process improvement projects. Use appropriate tools to manage conflict; respond to operational issues within defined areas of responsibility while handling special projects. Monitor and ensure compliance with department, business unit, and regulatory agency standards and practices. Identify internal and external resources to achieve established business goals within specified parameters; manage expenses in compliance with financial practices and standards. Perform other duties that may be assigned from time to time. Build client relationships and review performance and improvement plans with internal leadership and external stakeholders. Minimum Qualifications Proficient in MS Office (Excel, Word, PowerPoint, etc.) Good analytical skills Strong communication and interpersonal skills Customer service experience required High energy and commitment levels with a “can‑do” attitude at all times High people‑management skills Ability to multi‑task while complying with processes Preferred Qualifications / Skills Excellent team‑management skills BPO experience; outbound voice process experience in collections/healthcare 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 progressCome 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. #J-18808-Ljbffr