Assistant Vice President, Service Delivery Lead

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 of Assistant Vice President, Service Delivery Lead. In this role, you will be responsible for managing operations for one of our HiTech service line clients. You will liaise with service lines and delivery to ensure proper solution design, cost and fitment to the portfolio as well as to the operation strategy. You will work with Operating leaders and Clients to develop a winning strategy, develop it with the service line, then present for internal approval and customer acceptance. Your role will function as an overlay of existing technical and domain experts and bring value through disciplined operational pursuit and solution management skills. You will be expected to be focused on HiTech industry's realities and pain points and know how to solve these using analytics and technology.

• People Management
• Lead and manage teams providing support to a large Social media client.
• Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets.
• Manage the career growth and development of the Leadership team by driving focus on Genpact's Leadership Principles.
• Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within the organizational unit.
• Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments.
• Operations, Project Management and Financials
• Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team.
• Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives.
• Participate in business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization.
• Work to build and maintain client trust.
• Identify and eliminate root cause barriers to CSAT, productivity, TAT and quality, etc.
• Understand and correctly utilize resources provided by internal systems, departments, policies, and procedures.
• Develop and drive strategies and programs which improve the competitive position and profitability of the organization.
• Communication and Presentations Skills: should be able to communicate well with the clients and present data post analysis.
• Collaborate in the new deal process including solutioning, pricing, due diligence, transition and stabilization.
• Own end-to-end client service delivery and Profitability (PnL).
• Be a key driving force in managing new/existing relationships with a set of valuable clients leading to a healthy P&L.
• Develop a strategy for winning and transitioning new deals while running and growing the existing relationships.
• Be responsible for ensuring the right solution is proposed for new deals, actively participating in the deal process, aiding and enabling robust transitions, delivering ongoing client satisfaction through consistent high-class service delivery, and thereby ensuring high NPS, cross-sell and profitability.

Minimum Qualifications

• Should have prior experience managing large teams (300+) in the contact center environment in customer service or tech support.
• Should be comfortable to work with teams with multi-cultural background.
• Should be able to manage end to end delivery, client interactions, billing with minimum supervision.
• Ability to stay focused and keep up with our continuous and fast-paced growth.

• 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 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 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, 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.