Job
Description
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. Inviting applications for the role of Senior Manager, Operations Responsibilities Manage Day to Day Operations for a Team of 115+ employees, who will be Processing requests received which relate to the workflows (Product, Application, Spam, Appeals) and assess them per the Policy Compliance guidelines and take action to apply the appropriate policy with high quality, speed, empathy, and accuracy Responsible for E2E contractual (SLA’s, KPI’s) & internal metrics Ensure smooth & surprise free operations and service delivery Implement SMART OPEX, Training, Quality & Policy frameworks with a strong 3 Tier Governance Drive employee engagement, agent growth, retention with low attrition; timely documented one on one, updated timekeeping system (My time), Compliance Drive Rewards and Recognitions & Appraisals Drive continuous service Improvements, Lean, Six Sigma & Digitization Projects QOQ Qualifications we seek in you Minimum Qualifications/ Skills Well versed with applications like Tableau, Scuba, Aspect and API Calling Should have had 100+ Agents, SME’s reporting in his role Should have excellent team handling and management skills Should understand and have experience in day-to-day contact center operations management Ability to work & communicate with people across the organizational unit Excellent Analytical and Communication (Verbal and written) skills Self-motivated (Intrinsic) and execution-oriented LEAN/Six Sigma – Trained, Tested, and Certified (preferred) Ability to work on multiple tasks and should be flexible to deliver beyond expectations Ability to work on MS-Excel (Pivots, Line Bar, Stack graphs, Pareto’s, Etc.), PowerPoint Presentations. Good interpersonal & Management skills Ability to handle pressure - Timelines and Customer Demands Leads by example with high on Values, Ethics, and Integrity Preferred Qualifications/ Skills Relevant experience as a Senior Operations Leader with experience in a customer service environment (preferably with ITES, Internet, social networking organization) Has experience in the Internet-based process Prior experience in Internet-based accounts and the Customer service industry 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. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube. 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. Job Senior Manager Primary Location India-Jaipur Schedule Full-time Education Level Bachelor's / Graduation / Equivalent Job Posting Jun 13, 2025, 8:25:53 AM Unposting Date Ongoing Master Skills List Operations Job Category Full Time
