Manager

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, Trust and Safety.

In this role, you will be responsible for demonstrating innovation and intuition in identifying areas requiring operational adaptation and/or improvement. Active user of Internet and online applications.

• Respond to customer inquiries and problem escalations.
• Proactively resolve people issues and ensure that attrition is well below the defined target.
• Lead operations and spearhead processes for excelling business targets for the Business Unit.
• Meet all people management metrics: attrition, manpower requirement, capacity planning, utilization and scheduling, efficiency per person, monitoring, time management, seat utilization, SOW, business continuity plan, reports, dashboards, and other deliverables as required.
• Drive Continuous Improvement Initiatives.
• Develop and implement measurement systems and provide insightful analytics around the metrics.
• Demonstrate deep technical expertise and data orientation in controllership, management information systems, and service delivery.
• Communicate with the customer regularly to discuss operational issues and CTQ delivery, raise issues, build relationships, proactively understand customer issues, and resolve to enhance satisfaction.
• Set goals for the team and communicate them regularly.
• Coach and mentor people, motivating the team with strong people engagement.
• Apply Lean Six Sigma for efficiency and process transformation and identify upstream improvement opportunities.
• Reconcile client reports and lead calls with clients and other business functions.
• Manage projects independently and prepare dashboards; understand current business processes and suggest improvements.

Minimum qualifications

• Any graduate
• Postgraduate degree or equivalent with an excellent academic record
• Relevant experience in a BPO/KPO
• Experience leading a team of 80 to 100 people
• Customer management exposure and good presentation skills
• Fluent in English
• Flexibility to work in a 24x7 environment with rotational shifts

Preferred qualifications

• Excellent analytical and communication skills
• Experience in Internet-based accounts and customer service industry
• Ability to work and communicate with people across organizational units
• Strong interpersonal and management skills
• LEAN/SIX SIGMA – trained, tested, and certified (preferred)
• Experience leading calls with clients/other business functions independently
• Advanced MS Office (Excel) skills
• Ability to handle pressure—timelines and customer demands

• 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 – Courage, curiosity, and incisiveness, built on integrity and inclusion

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, 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 notional starter kit, paying to apply, or purchasing equipment or training.