Vice President, Operations

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 Vice President, Operations

The Senior Operations Leader is responsible for executing all assigned operations, ensuring all the delivery centers meet customer and organization needs. This position provides leadership and management to Hi-Tech client's staff and actively contributes to operational targets as well as business decisions. It involves a tactical approach to Customer Care, People Management, Quality Management, Workplace Planning, Mentoring, Development, and Training.

Responsibilities

1. Collaborate with senior management regarding business growth, strategy, and operational planning.
2. Lead digital teams to introduce breakthrough technology solutions (e.g., RPA) into existing operations.
3. Lead global operations to achieve/exceed P&L expectations.
4. Lead large teams across multiple locations, fostering cultural diversity.
5. Implement mechanisms to identify, understand, and address performance gaps or breakthroughs, developing improvement plans accordingly.
6. Design, implement, and support solutions for complex domains, monitoring their deployment.
7. Contribute to new deal processes including solutioning, pricing, due diligence, transition, and stabilization.
8. Oversee the implementation of new technologies in operations, demonstrating executive presence.
9. Resolve customer and internal issues as a senior partner concern point.
10. Maintain and grow excellent customer relations, focusing on improving NPS.

Qualifications we seek in you

Minimum Qualifications:

• Graduate from a reputed university.
• Prior experience in banking domain/industry.
• Ability to engage senior client management, lead project scope discussions, and provide recommendations.
• Experience demonstrating digital and analytics to drive service lines.
• Process transformation experience.
• Experience leading teams of at least 500+ members.

Preferred qualifications / Skills

• Outstanding negotiation, interpersonal, verbal, and written communication skills.
• Proven experience in leading profitable voice contact center operations and BPO services.
• Subject matter expertise in contact center operations across various industries.
• Knowledge of lean six sigma frameworks for continuous improvement.
• Strong analytical and problem-solving skills with attention to detail.

Why join Genpact?

• Be a transformation leader at the forefront of AI, automation, and digital innovation.
• Drive change for global enterprises and solve meaningful business challenges.
• Accelerate your career with hands-on experience, mentorship, and ongoing learning.
• Join a community of over 140,000 innovative thinkers and problem solvers.
• Thrive in a culture rooted in integrity, inclusion, and innovation.

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, sex, age, national origin, citizenship, marital status, military/veteran status, genetic information, sexual orientation, gender identity, disability, or any other characteristic protected by law. We do not charge fees for job applications, and applicants should beware of scams asking for payment or equipment.