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, Customer Care

Responsibilities

Manage the day-to-day operations in accordance with requirements and KPIs. Prompt identification by investigating deviations and resolution of Service delivery issues including implementation of preventative measures.

Establish the infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities, and communication resources. Install all Service delivery processes and Key Performance Indicator reporting mechanisms.

Provide exceptional people management, mentorship, and career development to members of your team, achieve low attrition levels and high employee engagement.

Analytical bent of mind with the ability to root cause basis data and drive decisions.

Drive Operations teams to deliver continuous improvement and productivity/quality gains.

Flag and escalate business risks timely to the client/supervisor.

Interact with site lead and/or SDLs to understand any business reporting, data analytics requirements on regular basis.

Drive performance management process based on the framework.

Develop and maintain efficient and cost-effective recruitment channels, resources, and approaches to attract and recruit high quality candidates.

Qualifications we seek in you

Minimum Qualifications / Skills

Experience managing a team that compromises of Senior or Team Leaders within the contact center or similar industry;

Relevant years of people management experience, including managing leaders, and has a desire to develop team members.

Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity.

Strategic thinker with excellent analytical and problem-solving skills

Has a desire to tackle complex problems and deal with rapid changes and ambiguity.

Continuous improvement mindset with a desire to design effective business operations.

Competent with Microsoft Office Suites.

Preferred Qualifications/ Skills

Relevant experience in Order Management, Supply Chain, or similar processes in nature.

Demonstrated ability to work independently, take initiative and follow up on assigned.

Excellent communication and interpersonal skills, good at work under pressure.

Ability to remain calm and professional under pressure.    

Adaptable and energized by a fast-paced environment.

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.