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 Manager:The Call Center Manager - HR Operations is responsible for leading and managing the HR Service Center team to deliver efficient, accurate, and high-quality support to employees and contingent workers across all HR process areas. This role oversees call and case management, timecard administration, relationship management, knowledge base maintenance, and service quality assurance. The Call Center Manager ensures that all employee queries related to HR policies, benefits, onboarding, performance, and system navigation are handled promptly and effectively in alignment with defined service-level standards. The incumbent drives operational excellence through process documentation, continuous improvement, and the use of knowledge management tools to enhance Tier 0 and Tier 1 service delivery. Additionally, the role is accountable for ensuring compliance with established quality assurance metrics, coaching team members for performance improvement, and collaborating with internal HR, procurement, and IT teams to resolve complex issues and elevate the employee experience.Responsibilities

1. Call & Case Management:
.Create, maintain, and update call and email scripts, case handling protocols, and knowledge base to ensure efficient service delivery..Develop and maintain Policy and Procedures Manuals detailing required processes for accurate service execution..Handle inbound employee queries related to employment policies, enrollment processes, performance management, succession planning, and personal data..Convert call interactions into cases in the case management system..Perform outbound communications per policy guidelines..Process Tier 1 transactions in the HCM system and provide system navigation support..Escalate Tier 2 and Tier 3 requests to appropriate teams and follow up on missing or incorrect information..Assist employees during open enrollment and generate letters or other documentation as required.

2. Relationship Management:
.Conduct day 1 and post-day 1 onboarding calls for contractors to ensure system access and onboarding completion..Schedule periodic check-ins to assess satisfaction, clarify policies, and address concerns..Field queries related to pay, time tracking, benefits eligibility, and policy clarifications..Liaise with suppliers, internal HR, procurement, and IT teams to resolve issues.

3. Timecard Management:
.Track and monitor timecard submissions and coordinate with contractors for missing or late submissions..Assist suppliers with portal/system timecard entry, navigation, and error resolution..Review timecards for completeness and coordinate with managers for approvals or corrections..Publish weekly/bi-weekly timecard status reports.

4. Knowledge Base Management:
.Develop and maintain a knowledge base for quick issue resolution and drive Tier 0 adoption..Ensure knowledge base content is updated and accessible, reflecting policy changes.

5. Call Center Quality Management:
.Monitor calls and cases, perform quality reviews, and provide monthly quality summary reports..Provide feedback to call center analysts in line with quality standards..Recommend improvements to call/case quality and implement approved changes..Ensure compliance with established quality assurance procedures.Qualifications we seek in you!Minimum Qualification.Bachelor%27s degree in HR, Business Administration, or related field..7-10 years of experience in call center or HR shared services operations, with at least 2-3 years in a managerial role..Strong knowledge of HR processes, HCM systems, timecard management, and policy compliance..Should have exposure in supporting US Region..Excellent leadership, communication, and interpersonal skills..Ability to manage escalations, prioritize tasks, and ensure team performance..Strong analytical, problem-solving, and process improvement capabilities..Should have managed a team of 15-20 FTE..Responsible for meeting the process SLA's, knowledge management.Working experience in SOX controls Responsible for both internal and external audits.Responsible for Publishing process KPI%27s, Metrics and Management Reporting..Assist team members in queries and process clarification..Connect with Customer to bridge process gaps..Identify areas of improvement and contribute towards adding value to customers.Strong Quantitative and problem-solving ability: Ability to conceptualize HRO related technical problems and develop an Analytical Road map for them..Ability to challenge status quo & out of the box thinking.People Leadership: Ability to coach & mentor people. Ability to effectively influence & motivate others..Creates a team environment of accountability and commitment..Ability to work in diverse teams and with multiple stakeholders

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 progressCome 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.