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, Customer Care
In this role, you are to lead a team of 15-18 collectors ensuring SLA delivery. You are expecte to provide coaching, call monitoring, and issue disciplinary actions to your team.

Responsibilities
.Leads a team of supervisors in day-to-day functions, including directing, planning, supervising and evaluating the work of assigned sta. Coordinates work flow to achieve the volume encouraged to meet operational requirements.
.Plan and lead the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition.
.Develops sta by assessing Leadership proficiencies and promote training and career planning coaches employees for career development. Provides input into hiring decisions.
.Monitors performance of the cluster according to established standards. Provides performance feedback on Supervisors and Associates. Prepares fair, accurate and detailed performance reviews. Accountable for meeting business goals. Coordinates with other units to ensure an alignment of processes to minimize revenue loss.
.Develops relationships and communicates issues of importance within the department and/or business unit.
.Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content and direct process improvement projects.
.Uses appropriate tools to manage conflict responds to operational issues within defined areas of responsibility while handling special projects.
.Monitors and ensures compliance with department, business unit, and regulatory agency standards and practices.
.Identifies internal and external resources to achieve established business goals within specified parameters manages expenses in compliance with financial practices and standards.
.Performs other duties that maybe assigned from time to time.
Qualifications we seek in you!
Minimum Qualifications

.Proficient in MS O ice (Excel, Word, Powerpoint, etc.)
.Good analytical skills
.Customer Service experience required
.At the least HV70 in previous evaluations
.No active CAP
.College Graduate
.Can demonstrate outstanding active listening skills & probing able to display solutionfocused approach & can-do-attitude at all times to build customer dedication
Preferred Qualifications/ Skills

.Able to demonstrate empathy while improving chance to create rapport with the customer.
.Has previous experience in meeting/driving Net Promote Score performance/expectations, preferably in a customer service business for Consumer Credit Cards
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.