Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

We are inviting applications for Senior Managers, Customer Care

In this role, you will support the overall organization’s strategy and help the business grow through its training and call quality improvement initiatives, and develop and handle performance of the training and quality team

Responsibilities

Drive consistency and best Practice Sharing of Standard Training Practices across all domains, verticals and LOBs

Maintain an up-to-date knowledge of all systems, products and services to up-skill the team continuously

Identify and analyze knowledge/skill gaps and performance improvement opportunities and assess relevant training needs for in consultation with Ops Leaders, including assessment methods and measurement systems entailed

Deliver training using modern training and assessment methodologies which are in keeping with company standards

Responsible for all compliance parameters and audit requirements

Coordinate and run training venues and logistics as required, to achieve efficient training attendance and delivery

Recruit, lead and develop direct-reports

Ensure all Training programs and Content meet the relevant business and statutory policies

Supervise and report Performance dashboards, metrics etc.

Develop self and maintain knowledge in relevant field at all times.

Qualifications we seek in you

Minimum Qualifications / Skills

Open and conscientious management style

Able to encourage and lead others to achieve relevant results

Confident, eloquent and phenomenal interpersonal skills

Good at networking and building rapport across teams and regions and functions

Positive attitude at all times

Confident Orator

Excellent organizational skills

Preferred Qualifications/ Skills

Verbally eloquent

Proficient at MS Office packages: Word, PowerPoint, Excel, Outlook.

Numerically and grammatically accurate

Ability to build/innovate and run structured/customized Training Programs

Proven experience in handling a team in the Training/Quality/Customer Experience function in managerial capacity

Previous experience of directing a team and working alongside multiple business partners and domains, Insurance and Healthcare domains are an advantage

Experience in leading and implementing innovative projects

Previous experience in process training and/or quality team will be a plus

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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.

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.