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 Senior Manager – Customer Care

Responsibilities:Drive BUILD, Pre-Process and Process Training, as directed by the BusinessSpearhead training initiatives using contemporary principles and assessment methodology which are aligned with company and customer standardsCoordinate and manage training venues and logistics, as required, to achieve efficient training deliveryResponsible for maintaining and publishing Training and Quality reports with internal and external business partnersDrive consistency and Best Practice-sharing of standard Training and Quality practices across domains and LOBs alignedMaintain up-to-date knowledge of systems and tools, products and services to upskill the team continuouslyIdentify and analyze knowledge/skill gaps and initiating process improvement to address theseStrengthen knowledge management across LOBs (SOP gaps, update dissemination, etc.)Actively pursue initiatives that aid team members in achieving individual and team Key Performance IndicatorsWork in tandem with the Overall Lead, Operations Lead and peers to identify and address performance and developmental opportunitiesManage and develop direct reportsAbility to foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.)Perform weekly/random trending-based mentorship/monitoring/tracking to manage team member’s performance, training needs analysisLead all aspects of PKT Governance, monitor and track results, and interventions (coaching, refreshers, etc.)Other Training and Quality related deliverables, as assignedMinimum Qualifications:

Relevant experience in business / product training, and proven customer service experienceExperience in handling multiple business partners and domains is a plusExperience in leading and implementing innovative projects

Preferred QualificationsDomain expertise in any of the following – Financial, Customer Service and Collections is a great advantagePrevious experience in process training and/or quality team will be a plus

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. 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.