Sr Manager-Trust & Safety

Hyderabad - India

Monthly Salary: Not Disclosed

Posted on: 2 days 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 Senior Manager Trust & Safety English
In this role you will be responsible for the overall Operations for a Gaming/Content Moderation process ensuring that the performance and all SLAs are optimally handled for the business. You will also work with the client team on auditing and quality assurance

Responsibilities
Responsible for the overall Operations for a Gaming/Content Moderation process
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 SLAs.
Leading developing and motivating Team Leaders/Front Line Managers to encourage agents to deliver best-in-class service across all stages of the customer journey.
Anticipate and plan for new business. Design strategies to ensure the growth of program along with identifying and implementing process improvement that will maximize output and minimize cost.
Developing good working relationships with key internal and external stakeholders to achieve business objectives.
Review financial information and adjust operational budgets to promote profitability.
Manage Hiring and ensure that the process always has appropriate levels of skilled resource.
Monitor Quality metrics provide insights & analysis and offer recommendations to the QA team.
Create weekly/monthly review decks which cover executive summary highlights lowlights RCA and effective action plans and present the same to the client and internal leadership.

Qualifications we seek in you!
Minimum Qualifications / Skills
Any graduate
Relevant years of contact center experience including experience as an operations Manager managing a span of 150 headcount
Experience in Content Moderation/Trust and safety operations
Prior customer management experience
Proven ability to plan and manage the operational process for maximum efficiency and productivity.
Excellent relationship management and interpersonal skills in order to partner effectively with key Partners and stakeholders internally and externally.
Logical thinker with outstanding communication and people management skills
Proficiency in MS Office especially excel and PowerPoint.

Preferred Qualifications/ Skills
Six Sigma Green Belt Certified
Ability to drive change and transformation project management and implementation of business operations.
Ability to interact with diverse customers in a multi-cultural environment.
Exhibit great teamwork.
Excellent interpersonal and communication skills.
Apply a positive customer service attitude.
Excellent problem-solving skills.
Six Sigma Green Belt Certified (preferred not mandatory)
Ability to drive change and transformation project management and implementation of 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

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.