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 Safety

In this role, you will be responsible for the overall Operations for a Gaming process ensuring that the performance and all SLA’s are optimally handled for the business. You will also work with the client team on auditing, compliance quality assurance.

Responsibilities

Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and challenges for the project

Ensure Adherence to daily SLA’s

Leading, developing, and motivating Team Leaders/Front Line Manager’s to encourage agents to deliver best-in-class service across all stages of the customer journey

Anticipate and plan for new business. Device strategies to ensure the growth of program along with identifying and implementing process improvement that will maximize output and minimize cost

Developing strong working relationships with key internal and external stakeholders to achieve business objectives

Review financial information and adjust operational budgets to promote profitability

Manage Hiring and ensuring that the process always has appropriate levels of skilled resource

Monitor Quality metrics, provide insights analysis and offer recommendations to the QA team

Create weekly/monthly review decks which covers executive summary, Highlights, Lowlights, RCA and effective action plans and present the same to the client and internal leadership

Manage the ad hoc projects from the client and ensure completion within the time period

Qualifications we seek in you

Minimum Qualifications

Any graduate

Minimum 10 years of contact center experience with 2 years of experience as an operations Manager managing a span of 150 headcount

Experience in Trust and safety operations

Prior customer management experience

Proven ability to plan and manage the operational process for maximum efficiency and productivity

Excellent relationship management and interpersonal skills to partner effectively with key Partners and stakeholders, internally and externally  

Logical thinker with outstanding communication and people management skills

Proficiency in MS Office especially excel and PowerPoint

Preferred Qualifications/ Skills

Six Sigma Green Belt Certified

Ability to drive change and transformation, project management and implementation of business operations

Knowledge about gaming industry platforms

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 www.genpact.com and on X, 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.