Manager- Trust & Safety

Hyderabad - India

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

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 anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.

Inviting applications for the role of Manager- Operations Trust and Safety!
In this role you will be responsible for the overall Operations for a Gaming/Content Moderation process ensuring that performance and all SLAs are optimally managed for the business. You will also collaborate closely with the client team on auditing quality assurance and driving continuous improvements.
We are specifically seeking candidates with prior gaming industry experiencethose who have worked on gaming support projects and bring deep expertise in gaming including game testing gaming customer care & technical support and trust & safety operations.

Responsibilities
Develop implement and monitor day-to-day operational systems and processes that provide visibility into goals progress and challenges for the project.
Ensure adherence to daily SLA metrics.
Lead develop and motivate Team Leaders/Front Line Managers to deliver best-in-class service across the customer journey.
Anticipate and plan for new business growth; develop strategies to scale the program while identifying and implementing process improvements that maximize output and reduce cost.
Build and maintain strong relationships with key internal and external stakeholders to align on business objectives.
Review financial data and adjust operational budgets to support profitability goals.
Drive hiring strategy to maintain appropriate staffing levels and ensure the availability of skilled resources.
Monitor quality metrics provide analysis and insights and offer actionable recommendations to the QA team.
Prepare and present weekly/monthly review decks covering executive summaries highlights lowlights root cause analysis and effective action plans to both internal leadership and the client.

Qualifications we seek in you!
Minimum Qualifications

Graduate in any discipline
Prior experience as an Operations Manager in a contact center environment managing a span of 150 headcount
Hands-on experience in Gaming processes particularly in content moderation customer service technical support or trust and safety
Proven customer management experience
Strong planning and operational process management capabilities
Excellent relationship-building and interpersonal skills
Logical thinker with strong communication and people management capabilities
Proficiency in Microsoft Office especially Excel and PowerPoint

Preferred Qualifications/ Skills
Six Sigma Green Belt Certification
Experience in driving change managing transformation projects and implementing new business operations

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.

Required Experience:

Manager

Qualifications we seek in you!
Minimum Qualifications

Preferred Qualifications/ Skills
Six Sigma Green Belt Certification
Experience in driving change managing transformation projects and implementing new business operations

Required Experience:

Manager