Manager - Customer support

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 Payment Support
Responsibilities:

Team Management: Lead mentor and motivate a team of Customer Service & Payment Support specialists and drive the team to achieve performance goals
Performance Monitoring: Track and evaluate the performance of team members providing feedback and implementing improvement plans as necessary.
Training and Development: Conduct regular training sessions to enhance the skills and knowledge of the team regarding debt collection strategies and compliance requirements.
Compliance Assurance: Ensure all collection activities comply with industry regulations and company policies.
Reporting: Prepare and present regular reports on team performance challenges and achievements to senior management.
Customer Interaction: Handle escalated customer issues and complaints ensuring a high level of customer satisfaction.
Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.
Adhering to client defined Process Flows: Ensuring all operations activities during customer interactions comply with relevant process flows
Providing Customer Service: Offering excellent customer service while handling sensitive financial matters balancing assertiveness with empathy

Qualifications we seek in you:
Minimum Qualifications / Skills:
Leadership: Ability to inspire and lead a team towards achieving common goals.
Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.
Communication: Excellent verbal and written communication skills to interact with team members and customers effectively.
Adaptability: Ability to work in a 24x7 fast-paced environment and adapt to changing priorities.
Education Qualification: Graduate or Post Graduate in any field
Working Window: Mandatory readiness to work during US hours of operations i.e. Evening/ Night shifts (India time) with rotational week offs
o Shift window: 10 Hours shift (9 hours production 1 hour break)
o Shift timings in US Hours:
6:00 am - 3:00 pm MST
7:30 am - 4:45 pm MST
10:00 am - 7:00 pm MST
o Shift timings in IND Hours:
6:30 pm - 3:30 am IST
8:00 pm - 5:15 am IST
10:30 pm - 7:30 am IST

Advanced knowledge of MS Word & Excel.
Ability to work in a fast-paced environment where standards of quality and timelines are established.
High integrity to ensure compliance.
Ability to work effectively in a team.
Relevant experience in International Voice Customer Services / Payments Processing related business.
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 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.