Senior Manager TM

Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team thats shaping the future this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today. Get to know us at and on LinkedIn X YouTube and Facebook.

We are inviting applications for the role of Senior Manager-Talent Match!
The Senior WFM/Resource Manager is accountable for aligning workforce capacity with business demand to optimize productivity cost and service outcomes. This role drives enterprise-wide resource planning forecasting scheduling and performance analytics across teams lines of business and geographies. They partner closely with Operations HR Finance and PMO to ensure the right people with the right skills are in the right place at the right timewhile maintaining regulatory compliance and maximizing employee engagement.
Responsibilities
1) Strategy & Operating Model
Build and execute the WFM strategy (1224 months outlook) aligned to business growth plans and service-level goals.
Define WFM governance processes and standards (forecast-to-schedule schedule-to-performance).
Drive continuous improvement (Lean/Six Sigma initiatives RPA for scheduling automation of reporting).
2) Demand Forecasting & Capacity Planning
Own volume/demand forecasting across channels (projects back-office tasks contact centers) using historical data seasonal patterns market trends and pipeline inputs.
Translate demand into capacity and skills requirements; run scenario modeling (best/likely/worst case).
Produce quarterly and monthly capacity plans buffers and surge strategies for peak periods.
3) Scheduling & Resource Allocation
Lead end-to-end scheduling: rosters shift optimization skills-based routing and coverage planning.
Manage bench and redeployment; allocate resources across portfolios to hit SLAs with minimal overtime.
Partner with Talent/HR for hiring plans cross-skilling and succession plans for critical roles.
4) Performance Management & Analytics
Monitor real-time performance (adherence utilization occupancy service levels AHT/backlog).
Build dashboards and actionable insights; run weekly/monthly reviews with Operations leaders.
Identify performance risks early and recommend corrective actions (rebalancing coaching process fixes).
5) Financial & Commercial Accountability
Maintain labor budgets and FTE forecasts; track cost per unit overtime and productivity yield.
Support pricing and commercial models (rate cards billability revenue leakage margin optimization).
Provide workforce inputs for annual operating plan (AOP) and quarterly reforecasts.
6) Governance Compliance & Risk
Ensure compliance with labor laws local regulations union agreements and company policies.
Own WFM audit readiness documentation and controls; manage data privacy for employee rosters.
Develop business continuity and surge plans for outages events or seasonal spikes.
7) Technology Tools & Data
Improve data quality and integration across HRIS timekeeping scheduling and performance systems.
Champion automation (self-service shift swaps AI-driven forecasting digital twins of operations).
8) Stakeholder Leadership & Communication
Act as the primary liaison between Operations HR Finance and PMO for workforce decisions.
Present capacity forecasts risks and mitigations to executive leadership; secure decisions and funding.
Drive change management for new scheduling policies shift structures or location strategies.
9) People Leadership
Lead a WFM team (planners schedulers analysts real-time coordinators); set goals coach and develop.
Build capabilities in advanced analytics scenario planning and stakeholder management.
Foster a culture of integrity data-driven decisions and customer-centricity.

Qualifications we seek in you
Minimum Qualification
Education
Bachelors degree in Business Operations Economics Statistics Engineering or related field.
Preferred: MBA/PGDM or Masters in Analytics/Operations.
Experience
Progressive experience in Workforce Management Resource Planning or Operations Planning.
Prior leadership of multi-site or multinational WFM programs; experience in scaling operations.
Proven success in high-volume environments (BPM/BPO IT Services Financial Services Contact Centers or large corporate back-office/shared services).
Technical Skills
Advanced Excel and data modeling; strong proficiency in Power BI/Tableau for dashboards.
Hands-on with WFM tools Matchmaker Taleo Beeline etc.
Understanding of queueing theory SLAs utilization occupancy and staffing algorithms.
Soft Skills & Leadership Competencies
Strategic thinking with strong business acumen and financial fluency.
Executive communication: crisp storytelling with data; effective influence and stakeholder management.
Problem solving structured thinking and negotiation under constraints.
People leadership: coaching delegation and building high-performing teams.
Change management and resilience in dynamic environments.

Preferred Qualification
Six Sigma Green/Black Belt Lean Practitioner.
Project Management (PMP/Prince2) or Agile (Scrum).
WFM vendor certifications (UKG/NICE/Verint) or HR analytics credentials.

Why join Genpact
Be a transformation leader Work at the cutting edge of AI automation and digital innovation
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career Get hands-on experience mentorship and continuous learning opportunities
Work with the best Join 140000 bold thinkers and problem-solvers who push boundaries every day
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

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.

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.