Manager Customer Care

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 Customer Care!
Were looking for a people-first data-driven Manager Operations to lead our inbound voice customer service program for a US banking client. You will own day-to-day delivery customer experience compliance adherence workforce performance and continuous improvement. The ideal leader blends strong floor management with stakeholder partnership coaching and analytical rigor.

Responsibilities
Service Delivery & Floor Leadership
Own daily operations across multiple pods; manage TLs SMEs and QA to deliver Service Level AHT FCR CSAT/NPS and Quality targets.
Drive strong schedule adherence occupancy shrinkage control and realtime response to volume spikes in partnership with WFM.
Oversee escalations complex case handling and timely callback/closure with root-cause prevention.
People Leadership & Capability Building
Lead coach and develop Team Leaders and Agents; run regular coaching huddles performance reviews and IDPs.
Partner with Training/QAuality to strengthen SOP adherence soft skills product knowledge and call-handling behaviors.
Foster engagement recognition and a culture of Accountability Ownership Outcomes.
Quality Compliance & Risk Control (Banking)
Ensure adherence to client/regulatory standards guidelines identity verification protocols and call-recording controls.
Conduct process audits error trend analysis and implement preventive controls; ensure zero tolerance for data leakage.
Maintain tight controls on dispute management sensitive information handling and consent disclosure scripts.
Business Insights & Reporting
Publish daily/weekly/monthly MIS & dashboards: SLA AHT Abandonment FCR CSAT QA Attrition VoC themes.
Run RCA on performance gaps; convert insights into action plans with owners timelines and measurable outcomes.
Present business reviews to senior stakeholders with a clear narrative trends and next-step commitments.
Workforce & Capacity Management
Collaborate with WFM on forecasting staffing plans skilling/cross-skilling and roster governance.
Optimize break structures auxiliary usage and interval staffing to stabilize SL and abandonment.
Support hiring with profile definition assessments and nesting performance tracking.
Continuous Improvement
Lead Lean/Six Sigma style improvement projects to reduce rework transfers dead-air and repeat contacts.
Digitize and standardize SOPs; drive self-service adoption and deflection for repeatable inquiries (where applicable).
Champion automation opportunities across reporting QA sampling and knowledge surfacing.
Qualifications we seek in you!
Minimum Qualifications
Bachelors Degree Mandatory
Experience in contact center with team leadership (AM/Manager TLs) for inbound voice.
Proven delivery in US banking/financial services or regulated environments.
Strong command of call-center metrics coaching frameworks RCA and stakeholder management.
Advanced Excel (pivot lookup WhatIf) solid PowerPoint storytelling; data-driven decisioning.
Excellent communication situational leadership and crisis management skills.
Willingness to work US shifts and rotational weekends.
Preferred Qualifications/ Skills
Problem Solving
Relevant work experience at a financial institution
Demonstrates sound decision making
Ability to work in a dynamic fast paced environment
Strong attention to detail
Ability to work independently and in a group setting
Adaptable to change
Customer Obsessed: Anchors decisions in VoC and first-contact resolution.
Analytical & Structured: Translates data to insight to action.
Coach & Multiplier: Scales capability through others.
Ownership Bias: Anticipates risks; closes loops.
Stakeholder Savvy: Manages client/partner expectations with transparency.

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.