Manager - Customer Care

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 Manager, Operations - Customer Care!
We're 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 real‑time 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
.Bachelor%27s 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, What‑If), 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 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.