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.

Inviting applications for the role of Senior Manager, Customer Care
In this role, a Senior Operations Manager (SOM) will be responsible for leading the business unit to its maximum potential. An SOM is expected to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing coaching and development to your direct reports and meeting defined quality, customer experience and productivity requirements.
An OM will lead and assist in the growth and retention of our core business by overseeing business health to ensure that processes/activities/initiatives are carried out in accordance with established specifications, schedules, and budgets, minimize delays, review program status and plan future actions

• Responsibilities
• Leads a team of Front Line Managers in day-to-day functions, including directing, planning, supervising and evaluating the work of assigned staff
• Coordinates workflow to achieve the volume expected to meet operational requirements. Approves special price concessions, quotes, fee allowances or adjustments.
• Develops team members by assessing strengths and weaknesses, promotes training and career planning, coach unit members for career development. Provides input into hiring decisions.
• Monitors performance of staff members according to established monitoring standards. Provides performance feedback on peers and lower-level associates, and prepare fair, accurate, and thorough performance reviews.
• Develops relationships and communicate issues of importance within the department and/or business unit.
• Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards; assists with development of departmental budget.
• Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content, direct process improvement projects.
• Uses appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while progressing in project work.
• Monitors and guarantees adherence with department, business unit, and client policies as well as regulatory agency standards and practices.
• Performs other duties that maybe assigned from time to time.

Qualifications we seek in you
Minimum Qualifications / Skills
• Bachelor’s degree in business related area
• Experienced supervisor in a larger or more complex unit
• Significant years of directly related experience and supervisory or lead role experience
• Experience in Team Management, Performance Management
• Experienced in MS Office applications such as Excel, Word, PPT
• Experience in a Customer Service and/or Collections, Financial account

Preferred Qualifications/ Skills
• Preferably Masters in Business Administration
• Excellent communication skills – comprehension, articulation, effective listening and written

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.