Manager
Manager
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Job Description
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125000 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 the role of Manager and Senior Manager for Customer Interaction (Helpdesk)
Responsibilities
As a Manager/Senior Manager you will:
- Strategic Leadership:
- Develop and implement strategies to enhance the overall performance of the Customer Interaction Centre.
- Align the teams objectives with organizational goals ensuring efficient service delivery and customer satisfaction.
- Identify and capitalize on opportunities to improve processes and drive innovation.
- Operational Oversight:
- Oversee the endtoend operations of the Customer Interaction Centre ensuring adherence to SLAs and KPIs.
- Monitor and manage team performance ensuring consistent delivery of highquality service across all customer touchpoints.
- Resolve complex escalations and drive crossfunctional collaboration for seamless service delivery.
- Team Development and Engagement:
- Lead mentor and inspire a team of Senior Analysts and Team Leaders fostering a culture of accountability and excellence.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Drive engagement initiatives to build a motivated and highperforming team.
- Stakeholder Management:
- Act as the primary point of contact for internal and external stakeholders building strong relationships to support business objectives.
- Partner with leadership teams to share insights trends and recommendations for continuous improvement.
- Represent the Customer Interaction Centre in client meetings and strategic discussions.
- Analytics and Reporting:
- Analyze operational data to identify trends address gaps and develop actionable insights.
- Provide comprehensive reports on performance metrics customer feedback and improvement initiatives.
- Leverage analytics to drive strategic decisionmaking and resource optimization.
- Process Excellence and Compliance:
- Champion process improvement initiatives to enhance efficiency reduce costs and deliver a superior customer experience.
- Ensure compliance with organizational policies industry regulations and data privacy standards.
- Implement and monitor quality assurance frameworks to uphold service excellence.
Qualifications
Minimum Requirements:
- Bachelors degree or equivalent education.
- Relevant years of experience in customer service contact center operations or shared services with relevant years in a leadership role.
- Proficiency in case management tools (e.g. ServiceNow) and CRM platforms.
- Strong track record of managing large teams and delivering results in a dynamic environment.
Preferred Qualifications:
- MBA or advanced certifications in leadership or operational management.
- Demonstrated expertise in stakeholder management and strategic planning.
- Experience in implementing digital tools and driving automation initiatives.
- Proven ability to manage multiple priorities and deliver under tight deadlines.
Key Skills and Attributes:
- Strategic thinking and problemsolving abilities.
- Exceptional leadership and team management skills.
- Excellent communication and interpersonal skills.
- Strong analytical mindset with a focus on datadriven decisionmaking.
- Flexibility to work across time zones and manage global operations.
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. For more information visit www.genpact . 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.
Required Experience:
Manager
Employment Type
Full-Time
