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.

Inviting applications for the role of Manager, Trust, and Safety Service Line – English- Manila
In this role, we’re looking for someone with strong work ethic, and the ability to work well both independently and within the context of a larger team-oriented environment. Self-starting, intellectually curious and creative individual comfortable operating in a fast-paced, dynamic environment.

Responsibilities
i. Provide an overview of performance of Training team on bi-weekly basis.
ii. Oversee performance of the trainers, performance of new hire on-boarding, and reporting to client Training Team.
iii. Develop proactive training strategies to improve quality metrics of the agents.
iv. Perform root cause analysis of the accuracy of new hire performance during the on-boarding process. Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy.
v. Oversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner.
vi. Conduct monthly class observations of the trainers, each trainer should have 3 quarterly observations.
vii. Ensure adherence of Training Team Key Performance Indicators
viii. Attend all Train the Trainers and training related meetings with Client training team.
ix. Attend Weekly Business Reviews, and Monthly Business Reviews.
x. Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Business Partner.
xi. Ensure complete, accurate and timely data collection and communication by trainers.
xii. Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans.
xiii. Monitor new hire knowledge before and after training to help determine followup training required.
Qualifications we seek in you
Minimum Qualifications / Skills
• Any graduate
• Good knowledge of Quality/Process Improvement techniques

Preferred Qualifications/ Skills
• Effective probing skills and analyzing / understanding skills.
• High level of energy, drive, enthusiasm, initiative and commitment.
• Excellent communication, consulting, influencing and interpersonal skills.
• Proven track record of collaborating with cross-functional groups to produce results.
• Passion for ensuring a world class support experience for our community.
• Problem solving skills with customer centric approach.
• Must be able to work on a flexible schedule (including weekend shift work).
• Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams.
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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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.