Operations Team 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  and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Management Trainee, Customer Care

In this role, you are responsible in creating an inspiring and high performing team environment with a play as one team culture ensuring key business metrics are achieved.

Responsibilities

·       Lead and motivate team members, enabling them to meet business objectives and exceed customer expectations

·       Listen to team members' feedback and resolve any issues or conflicts

·       Delivery of team service level components, quality and productivity targets & indicators.

·       People Management, including all HR related issues, as well as staff development.

·       Oversee day-to-day operation

·       Ownership and problem resolution

·       Call monitoring support, coaching and feedback, responsibility for delivery of the defined customer experience in every call.

·       Conducting performance appraisal for the team.

·       Compiling reports on team's performance and customer feedback.

·       Communication and being a focal point of dissemination of information from management to team and vice versa.

·       Work closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses.

·       Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.

·       Working with the Bank Contact Centre Senior Managers and Capability & Learning on training requirements for team members and suggesting changes to targets (where required) to suit the needs of the business.

·       To coach and develop team members to create a high performing culture

·       Effective management of teams and proactively forward planning and working with resource planning to ensure teams are adequately resourced to support business needs and ensuring key service metrics are consistently achieved

·       To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components and standard targets.

·       Recommendations for product and process development based on customer feedback and analysis of data.

·       Offers solutions and suggestions for process and product improvement

·       Have a good understanding of challenges and gaps within and across the teams

·       Ensure incidents are raised within 2 business days and actively manage incidents to resolution and remediation if necessary.

Qualifications we seek in you

Minimum Qualifications / Skills

·       Experience working within a customer-focused industry, e.g. Banking and Finance

·       Relevant professional and/or supervisory experience

·       Proven experience in leading Contact Centre/Customer service teams

Preferred Qualifications/ Skills

·       Applies broad understanding of a specialized discipline and basic understanding of other disciplines.

·       Experienced understanding of own Sub‐Division/Division; and broad understanding of the overall Group and its competitive environment.

·       Sets and achieves operational targets, objectives or service standards with a short to medium term focus, that directly impact the results of a department.

·       Applies emerging technical capability within own operational area/department

·       Analyze both routine and varied issues of differing complexity and modifies working methods/processes in own job, sometimes without the benefit of defined procedures.

·       Applies good problem-solving skills as scope of issues may be only vaguely defined or difficult.

·       Ability to work cohesively with senior staff when dealing with complex issues or larger clients, prospects, projects, accounts, relationships.

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 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, s*x, ag*, 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.