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 the role of Senior Manager – Customer Care

In this role, you will be responsible for leading the business unit to its maximum potential. You are 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.

You will lead and assist in the growth and retention of our core business by handling 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

ResponsibilitiesLead a team of Managers and Supervisors 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. Plan and lead the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition.Develop staff by assessing Leadership competencies and promote training and career planning; coach employees for career development. Provides input into hiring decisions.Monitor performance of the cluster according to established standards. Provides performance feedback on Supervisors and Associates. Prepares fair, accurate and detailed performance reviews. Accountable for meeting business goals. Coordinates with other units to ensure an alignment of processes to minimize revenue loss.Recognize and recommend operational improvements. Promotes and maintains the accuracy and quality of services, deliverables, and content and direct process improvement projects.Use appropriate tools to manage conflict; respond to operational issues within defined areas of responsibility while handling special projects. Monitor and ensure compliance with department, business unit, and regulatory agency standards and practices. Identify internal and external resources to achieve established business goals within specified parameters; manage expenses in compliance with financial practices and standards.Qualifications we seek in you

Minimum Qualifications:

Relevant BPO management experience Relevant experience in BCM (Banking and capital market) background is a mustMust be willing to work for any shift as per business requirementProficient in MS Office (Excel, Word, PowerPoint, etc.)Good analytical skillsPreferred Qualifications Communicate well at all levels, both internally and externally Driving customer experience and NPS Client management and facing capabilitiesExcellent leadership skills with the ability to manage large groups of peopleExcellent verbal/written communication and facilitation skillsExcellent interpersonal skills and experience demonstrating successful customer relationship management

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.