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 [Senior Manager], [Customer Care]

In this role, you will support the overall organization’s strategy and help the business
grow through its training and call quality improvement initiatives, and develop and
handle the performance of the training and quality team

Responsibilities

Drive Pre-Process and Process Training, as directed by the Business
• Spearhead training initiatives using contemporary principles and assessment
methodology which are aligned with company and customer standards
• Coordinate and manage training venues and logistics, as required, to achieve
efficient training delivery
• Responsible for maintaining and publishing Training and Quality reports with
internal and external business partners
• Drive consistency and Best Practice-sharing of standard Training and Quality
practices across domains and LOBs aligned
• Maintain up-to-date knowledge of systems and tools, products and services to
upskill the team continuously
• Identify and analyze knowledge/skill gaps and initiate process improvement to
address these
• Actively pursue initiatives that aid team members in achieving individual and
team Key Performance Indicators
• Work in tandem with the Overall Lead, Operations Lead and peers to identify and
address performance and developmental opportunities
• Manage and develop direct reports
• Ability 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 analysis
• Other Training and Quality related deliverables, as assigned

Qualifications we seek in you

Minimum Qualifications / Skills

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

Preferred Qualifications/ Skills

Domain expertise in any of the following – Financial, Customer Service and
Collections is a great advantage
• Previous 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. 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.