Assistant Manager

Ready to shape the future of work
At Genpact, we don't just adapt to change-we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're 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 that's 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 genpact.com and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role of Management Trainee/Assistant Manager - Cardholder Support
As a Team Lead in our Fintech Card Services contact center, you will serve as a key support role between agents and management while maintaining your own customer service responsibilities. This position requires you to balance handling a reduced queue of customer interactions with providing floor support, mentoring, and assistance to a designated team of agents who handle voice, chat, and email inquiries for the client%27s card programs. You will help ensure service quality standards are maintained while supporting team performance to meet established metrics.
Responsibilities
.Handle customer interactions professionally, ensuring quality issue and complaint resolution
.Navigate multiple systems and tools simultaneously while engaging with customers in real-time phone conversations
.Apply critical thinking to determine root causes and provide immediate resolution while on live calls
.Process transaction dispute intake and claims according to established procedures
.Assist customers with card activations, account inquiries, and general product support over the phone
.Document all customer interactions accurately in the CRM system
.Meet or exceed call productivity metrics including handle time, first call resolution, and quality standards
.Identify and escalate complex voice interactions when appropriate
.Report trending call issues that impact customer experience to management
.Adapt quickly to process changes and new information while maintaining call quality
Qualifications we seek in you!
Minimum Qualifications
.Relevant customer service experience in a contact center environment & team management
.Experience in supporting payment/fintech/banking industry clients with demonstrated subject matter expertise
.Strong understanding of contact center operations and customer service principles
.Excellent verbal and written communication skills for effective coaching and people development
.Consistent record of exceeding performance metrics in quality and productivity while supporting team development
.Demonstrated ability to lead, mentor, and guide agents in a collaborative environment with empathy and emotional intelligence
.Proven ability to handle escalated situations while maintaining composure and demonstrating empathy for customers and team members
.Strong problem-solving skills with the ability to make sound decisions quickly while considering team development opportunities
.Proficient in CRM systems, telephony platforms, and all agent tools with ability to train others
.Knowledge of Regulation E and payment card industry standards with capability to educate team members
.Ability to follow written procedures and apply critical thinking to resolve complex issues while mentoring others
.Previous leadership experience or training with focus on empathetic leadership
.Knowledge of coaching techniques, constructive feedback methods, and adult learning principles
Preferred Qualifications/ Skills
.Experience handling escalated customer interactions
.Familiarity with quality monitoring processes and performance metrics
.Ability to multitask between supporting others and handling own work queue
.Experience with process improvement suggestions and implementation
.Background in documenting procedures, training materials or creating job aids
.Knowledge of multiple communication channels (voice, chat, email)
.Excellent time management skills and organizational abilities
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 140,000+ 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.
Let's 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 %27starter kit,%27 paying to apply, or purchasing equipment or training.