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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/ Senior Manager – Business Banking & Agri Operations
Role Overview
This role is ideal for a customer-centric operations leader with strong expertise in Business Banking and Agri Lending Operations.
As a Senior Team Leader, you will lead a team of business banking analysts, SMEs & Team Leaders, manage end-to-end service delivery, and partner closely with Genpact’s Customer Experience Management teams and global banking clients to improve customer journeys and operational outcomes.
The ideal candidate will bring deep domain expertise in Lending Operations, a strong people leadership & customer first mindset, and the ability to challenge the status quo through innovation, automation, and continuous improvement.
Responsibilities
As part of the Business Banking Services team, you will oversee end-to-end Business Banking Operations, ensuring consistent excellence across all service levels. You will be accountable for meeting deadlines and performance targets while promoting a strong, positive image of the company with clients and stakeholders.
Key responsibilities include:
- Own end-to-end client operations for Business Banking loan activities, with full accountability for delivery outcomes, risk management, and client satisfaction.
- Serve as the primary domain authority and escalation point for Business Banking lending operations, providing strategic guidance to clients, internal stakeholders, and delivery teams.
- Anticipate operational, compliance, and delivery risks through forward-looking analysis and lead corrective and preventive actions to ensure uninterrupted, stable operations.
- Drive profitability and margin improvement through strategic capacity planning, productivity optimization, automation enablement, and disciplined cost management.
- Establish and sustain noiseless, zero-surprise operations by strengthening governance, control frameworks, performance reviews, and continuous improvement programs.
- Lead and govern transitions, expansions, and transformations in partnership with transition and transformation teams, ensuring speed-to-stability and scalable operating models.
- Influence and steer cross-functional forums on process standardization, system enhancements, controls, and technology adoption to improve efficiency, data integrity, and reporting accuracy.
- Champion innovation by challenging existing operating models, sponsoring new ways of working, and embedding best practices that enhance operational excellence and client experience.
- Build and sustain strong, executive-level client relationships through proactive engagement, transparent communication, and consistent delivery excellence.
- Provide strong people leadership by developing leadership bench strength, mentoring managers and team leads, driving succession planning, and fostering a high-performance culture.
- Ensure enterprise-level adherence to SLAs, regulatory requirements, audit standards, and data security policies, with clear ownership of risk and compliance outcomes.
- Partner with senior leadership to define and drive strategic MIS, governance dashboards, and analytics frameworks that enable informed decision-making and long-term planning.
Qualifications we seek in you
Minimum qualifications
- University Graduate (B. Com or equivalent); Postgraduate qualification preferred
- Good communication and interpersonal skills; ability to work in a client-driven environment
- Relevant years of experience in Banking Lending domain, preferably in a Banking BPO environment
- Strong understanding of the end-to-end business banking loan lifecycle, including origination, booking, servicing, and closure
- Excellent communication and stakeholder management skills, with prior exposure to direct client interactions and escalations
- Demonstrated ability to run operations seamlessly, maintain client confidence, and ensure consistent service delivery
- Experience in using MIS tools and technologies (Excel, Power BI, SQL, or equivalent) to monitor performance and operational efficiency
Preferred qualifications
- Business Banking experience
- Experience in handling medium to large teams (30–40+ FTEs & ~5 Team Leads) in a BPO or Banking operations setup
- Strong leadership, motivation, and people engagement skills — able to build and sustain strong team morale and drive high performance
- Proven track record of driving operational excellence through process improvement, automation, and data-led decision-making
- Expertise in execution, solution identification, process mapping, and process documentation
- Demonstrated ability to challenge traditional processes, foster innovation, and introduce modern, technology-driven solutions
- Strong capability to manage and enhance client relationships, ensuring operational continuity, satisfaction, and long-term engagement
- Ability to manage multiple deliverables, ensuring timeliness, accuracy, and alignment with strategic business goals
- Must be able to work on a flexible schedule (including weekend shift)
Key Attributes for Success:
- Analytical mindset with strong problem-solving orientation.
- High degree of ownership and accountability.
- Strong collaboration and influencing skills across teams and geographies.
- Customer-centric mindset with focus on delivering value.
- Commitment to maintaining operational stability, transparency, and excellence
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 'starter kit,' paying to apply, or purchasing equipment or training.
