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.
We are inviting applications for the role of Manager / Senior Manager for “Customer Interaction/People Assist (HR Helpdesk)”
Responsibilities
As a Manager/Senior Manager, you will:
Develop and implement strategies to enhance the overall performance of the Customer Interaction Centre/ HR Helpdesk.
Provide strategic leadership for HR Helpdesk and Contact Center operations spanning onboarding, performance, payroll, benefits, employee relations, and offboarding support.
Align the team’s objectives with organizational goals, ensuring efficient service delivery and customer satisfaction.
Identify and capitalize on opportunities to improve processes and drive innovation.
- Operational Oversight and Case Management Excellence:
Manage the operational delivery of HR Helpdesk services, ensuring consistent service across employee lifecycle queries and adherence to SLAs and KPIs.
Drive governance on HR ticket management, SLA performance, FCR, and resolution turnaround time (TAT).
Ensure end-to-end ownership of employee queries by Helpdesk teams – not just first-contact resolution, but accountability through coordination with Tier 2 teams and final closure.
Act as the escalation point for complex employee issues requiring cross-functional collaboration.
Collaborate with HR Centers of Excellence and Shared Services teams to streamline case escalations and resolutions.
o Manage multi-regional HR Contact Center operations ensuring adherence to SLAs, compliance standards, and customer satisfaction targets.
Manage operational dashboards and present HR Helpdesk metrics to leadership, highlighting trends and action plans.
Monitor and manage team performance, ensuring consistent delivery of high-quality service across all customer touchpoints.
Resolve complex escalations and drive cross-functional collaboration for seamless service delivery.
- Stakeholder Partnership and Change Enablement:
Build and nurture strong working relationships with Tier 2 teams, CoEs, and business HR to enable seamless handoffs, calibrations, and mutual improvements.
Be the conduit for rolling out changes and policy/process updates from Tier 2 teams to Helpdesk staff.
Enable Helpdesk readiness for change through training, coaching, and effective communication plans.
- Employee Experience and Service Mindset:
Champion a people-centric approach that builds employee trust, enhances experience, and sets clear expectations for query handling.
Lead by example in demonstrating empathy, accountability, and clarity in employee interactions.
- Team Development and Engagement:
Lead, mentor, and inspire a team of Senior Analysts and Team Leaders, fostering a culture of ownership, accountability, and continuous learning.
Build team capability in areas such as policy interpretation, pay and leave reconciliation, and managing performance-related matters.
Conduct regular performance reviews and provide constructive feedback to team members.
Coach team leads to handle senior-level queries and support development conversations with people leaders.
Act as the primary point of contact for internal and external stakeholders, building strong relationships to support business objectives.
Partner with leadership teams to share insights, trends, and recommendations for continuous improvement.
Represent the Customer Interaction Centre in client meetings and strategic discussions.
Analyze operational data to identify trends, address gaps, and develop actionable insights.
Provide comprehensive reports on performance metrics, customer feedback, and improvement initiatives.
Leverage analytics to drive strategic decision-making and resource optimization.
- Process Excellence and Compliance:
Champion process improvement initiatives to enhance efficiency, reduce costs, and deliver a superior customer experience.
Ensure compliance with organizational policies, industry regulations, and data privacy standards.
Implement and monitor quality assurance frameworks to uphold service excellence.
Qualifications
Minimum Requirements:
Bachelor’s degree or equivalent education.
Relevant years of experience in HR Service delivery, contact center operations, or shared services, with relevant years leading HR Helpdesk/Contact Center operations.
Proficiency in case management tools (e.g., ServiceNow HRSD) and HCM platforms such as SuccessFactors.
Strong problem-solving skills to identify applicable policies and processes and communicate them clearly in varied scenarios.
Strong track record of operational governance, people leadership, and client management and delivering results in a dynamic environment.
Preferred Qualifications:
MBA or advanced certifications in leadership or operational management.
Extensive experience in Shared Services/HR Contact Center environments handling Australia/New Zealand/APAC employee bases.
Familiarity with Digital HR operations, Knowledge Management platforms, and HR Process Reengineering.
Demonstrated expertise in stakeholder management, cross-functional collaboration, and strategic planning.
Experience in implementing digital tools and driving automation initiatives.
Proven ability to manage multiple priorities and deliver under tight deadlines.
Key Skills and Attributes:
Strategic thinking and problem-solving abilities.
Exceptional leadership and team management skills.
Excellent communication and interpersonal skills.
Strong analytical mindset with a focus on data-driven decision-making.
Comfort with ambiguity, managing complex stakeholder networks, and navigating across time zones.
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. For more information, visit www.genpact.com Follow us 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.
