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, X, YouTube, and Facebook.
Inviting applications for the role of Assistant Manager, Senior Trainer
In this role, The Senior Trainer is responsible for overseeing the design, delivery, and evaluation of training programs for the banking/financial services/retirement contact center. The role ensures that training supports regulatory compliance, customer service excellence, and operational performance. The senior trainer manages reporting to track training effectiveness, identify gaps, and support risk mitigation through learning and multi-tasking.
Responsibilities
Training Program Oversight
· Manage delivery of onboarding, upskilling, compliance, and refresher training for customer service – retirement front office
· Ensure training content meets regulatory, compliance, and client standards specific to client requirements
· Partner with subject matter experts (SMEs) to incorporate real-world scenarios in training.
✅ Team Leadership
· Lead and develop a team of trainers ensuring high-quality and consistent delivery.
· Provide coaching, feedback, and facilitate certification of trainers.
✅ Reporting Analysis
· Maintain accurate records of training attendance, completion, certification, and compliance adherence.
· Generate and present reports on training and impact on key metrics (e.g., call quality, compliance breaches, error rates, customer satisfaction).
· Monitor and analyze data to identify trends, risks, and training needs- RCA and recommend actions to close gaps.
· Provide regular reports and data analysis to Operations, Risk, and Compliance teams, and participate in audit readiness activities.
✅ Compliance Risk Management
· Ensure training aligns with regulatory requirements (e.g., AML, PII, data privacy, fraud prevention etc.).
· Support internal and external audits with complete and accurate training documentation.
✅ Collaboration, Stakeholder and Project Management
· Contribute to calibration sessions, client and regulatory reviews, and continuous improvement initiatives.
· Project manage all training activities while closely working with Compliance, Risk, QA, Operations, IT, WFM, HR etc. to align training objectives with business and regulatory priorities.
Qualifications we seek in you
Minimum Qualifications
· Bachelor’s degree in business, Education, Finance, or related field (preferred) or equivalent work experience.
· 3 years of experience in training delivery within banking / financial services contact centers, with at least 1 year in a supervisory or senior trainer capacity.
· Strong knowledge of banking products, regulatory environment, and risk/compliance requirements.
· Excellent communication, coaching, and reporting skills.
· Proficiency in MS Office (Advanced), LMS platforms, and reporting/analytics tools (e.g., Excel, Power BI, Sharepoint, Power Apps).
Preferred Qualifications/ Skills
· Any Graduate (PG an added advantage)
• Proven experience in call center training or a similar role
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.
The approximate annual base compensation range for this position is $60,000 to $70,000. The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant’s experience, knowledge, skills, and abilities; geographic location; and internal equity
Work-from-Anywhere Roles – “Los Angeles California-based candidates are not eligible for this role”
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, 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.
Job
Assistant Manager
Primary Location
Remote USA
Schedule
Full-time
Education Level
Bachelor's / Graduation / Equivalent
Job Posting
Mar 7, 2025, 4:28:40 PM
Unposting Date
Apr 6, 2025, 11:59:00 PM
Master Skills ListOperations
Job CategoryFull Time