Manager - Trust and Safety

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.
Inviting applications for the role of Manager Customer Service

Responsibilities
In this role you will be working as an Operations Manager will be leading a team of employees and Front Line Managers
Leading teams who will be working for Content Curation with Adwords Background for Genpact Clients
This role will also involve working with new customerexperience management team of Genpact interfacing with multiple Genpact clients in mapping the customer experience journey understanding market and customer expectations
Lead and motivate a team of customer service representatives SMEs and Team leads providing coaching mentoring and performance management.
Develop and implement strategies to improve customer service processes ensuring a seamless and positive customer experience across all channels (phone email chat etc..
Analyze customer service data to identify trends track key metrics (e.g. call handling time customer satisfaction) and implement improvements.
Set and monitor performance goals for the customer service team ensuring adherence to service level agreements (SLAs).
Develop and maintain knowledge base articles FAQs and other resources to empower both customers and service representatives.
Identify and implement new technologies and tools to enhance customer service operations.
Partner with other departments (e.g. WFMTQP LDT) to ensure customer needs are met effectively.
Stay uptodate on industry best practices and emerging trends in customer service
Qualifications we seek in you!
Minimum Qualifications/ Skills
Excellent Analytical & Communication skills
Excellent experience in leading large teams in the customer service environment. Be able to deliver optimum customer satisfaction and ensure that the teams remain engaged and motivated to grow their career with the organization
Should be professional from the Customer Experience management leader with FinTech industry background
Problem Solving: Should be tactical and be able to solve day to day operations issues and should be able to understand Service Delivery metrics
Time Management: Should be able to manage his/her own time well and coach front line managers and agents staff to do the same
Out of box thinking : Use initiative and demonstrate creativity in solving problems for Genpact customers
selfmotivated and executionoriented
Ability to work on Multi Tasks and should be flexible
Project management experience
Team worker and should have people/peer management experience
Customer Management exposure and good presentation skills are a must
Relevant experience in a BPO/KPO
Ability to work & communicate with people across the organizational unit
Good interpersonal & Management skills
Preferred Qualifications/ Skills
Good to have experience in Digital ad marketing and adwords background
MSOffice skill (Advance Excel)

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. Get to know us at 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.