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 the role of Manager and Senior Manager for “Customer Interaction (Helpdesk)”

Responsibilities

As a Manager/Senior Manager, you will:

Strategic Leadership:Develop and implement strategies to enhance the overall performance of the Customer Interaction Centre.Align the team’s objectives with organizational goals, ensuring efficient service delivery and customer satisfaction.Identify and capitalize on opportunities to improve processes and drive innovation.Operational Oversight:Oversee the end-to-end operations of the Customer Interaction Centre, ensuring adherence to SLAs and KPIs.Monitor and manage team performance, ensuring consistent delivery of high-quality service across all customer touchpoints.Resolve complex escalations and drive cross-functional collaboration for seamless service delivery.Team Development and Engagement:Lead, mentor, and inspire a team of Senior Analysts and Team Leaders, fostering a culture of accountability and excellence.Conduct regular performance reviews and provide constructive feedback to team members.Drive engagement initiatives to build a motivated and high-performing team.Stakeholder Management:Act as the primary point of contact for internal and external stakeholders, building strong relationships to support business objectives.Partner with leadership teams to share insights, trends, and recommendations for continuous improvement.Represent the Customer Interaction Centre in client meetings and strategic discussions.Analytics and Reporting:Analyze operational data to identify trends, address gaps, and develop actionable insights.Provide comprehensive reports on performance metrics, customer feedback, and improvement initiatives.Leverage analytics to drive strategic decision-making and resource optimization.Process Excellence and Compliance:Champion process improvement initiatives to enhance efficiency, reduce costs, and deliver a superior customer experience.Ensure compliance with organizational policies, industry regulations, and data privacy standards.Implement and monitor quality assurance frameworks to uphold service excellence.

Qualifications

Minimum Requirements:

Bachelor’s degree or equivalent education.Relevant years of experience in customer service, contact center operations, or shared services, with relevant years in a leadership role.Proficiency in case management tools (e.g., ServiceNow) and CRM platforms.Strong track record of managing large teams and delivering results in a dynamic environment.

Preferred Qualifications:

MBA or advanced certifications in leadership or operational management.Demonstrated expertise in stakeholder management and strategic planning.Experience in implementing digital tools and driving automation initiatives.Proven ability to manage multiple priorities and deliver under tight deadlines.

Key Skills and Attributes:

Strategic thinking and problem-solving abilities.Exceptional leadership and team management skills.Excellent communication and interpersonal skills.Strong analytical mindset with a focus on data-driven decision-making.Flexibility to work across time zones and manage global operations.

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. For more information, visit www.genpact.com . Follow us on Twitter, 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.