Manager- Collections

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.

Manager

In this role, candidate needs to have good experience in US banking collections along with relevant team leading experience.

Responsibilities

• People handling /Manage floor coverage in team environment to drive performance

• Overseeing teams, managing the process metrics and developing strategies to bring the account from delinquent state to current state

• Ensure all collection activities comply with U.S. federal and state regulations

• Analyse data and reports to identify trends, evaluate performance and reports insights to senior leadership

• Regular Call monitoring to train, mentor, coaching and guide collection staff on best practices and regulatory requirement to a team of 20-25 front-line agents

• Actively pursue initiatives that aid team members in achieving individual and team Key Performance Indicators

• Work in tandem with the Supervisor to identify and address performance and developmental opportunities

• Foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.)

• Coordinate daily schedule with Supervisor and set daily coaching activities

• Provide non-critical quality feedback (Call Quality exposure)

• Lead team huddles and discuss product/process updates (Training exposure)

• Promote and drive performance blitzes & contests

• Establish and maintains effective working relationships with peers and partners in other business units with goal of optimizing the Brands client relationships

• First point of contact for customer escalated calls

• Help develop agents to be self-sufficient by helping them find the answers themselves

• Share thoughts on team and ideas on how to improve performance of the team, morale, etc.

• Day to Day expectations may change

Qualifications we seek in you!

Minimum Qualifications

• Graduate (any stream)

Preferred Qualifications/ Skills

• Relevant experience in managing team in US Collection domain

• Effective probing skills and analyzing / understanding skills

• Problem solving skills with customer centric approach Demonstrated proficiency with written English and with neutral English accent

• Must be able to work in any shift (24.7) with no fixed weekend off

• Strong attention to detail.