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.

We are inviting applications for Senior Manager, 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

ResponsibilitiesDrive consistency and best Practice Sharing of Standard Training Practices across all domains, verticals and LOBsMaintain an up-to-date knowledge of all systems, products and services to up-skill the team continuouslyIdentify 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 entailedDeliver training using modern training and assessment methodologies which are in keeping with company standardsResponsible for all compliance parameters and audit requirementsCoordinate and run training venues and logistics as required, to achieve efficient training attendance and deliveryRecruit, lead and develop direct-reportsEnsure all Training programs and Content meet the relevant business and statutory policiesSupervise and report Performance dashboards, metrics etc.Develop self and maintain knowledge in relevant field at all times.Qualifications we seek in youMinimum Qualifications / Skills

Open and conscientious management styleAble to encourage and lead others to achieve relevant resultsConfident, eloquent and phenomenal interpersonal skillsGood at networking and building rapport across teams and regions and functionsPositive attitude at all timesConfident OratorExcellent organizational skills

Preferred Qualifications/ Skills

· Verbally eloquent

Proficient at MS Office packages: Word, PowerPoint, Excel, Outlook.Numerically and grammatically accurateAbility to build/innovate and run structured/customized Training ProgramsProven experience in handling a team in the Training/Quality/Customer Experience function in managerial capacityPrevious experience of directing a team and working alongside multiple business partners and domains, Insurance and Healthcare domains are an advantageExperience in leading and implementing innovative projectsPrevious experience in process training and/or quality team will be a plus

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, 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.