Job Description

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

Senior Manager- Customer Care

As a Service Delivery Lead in Operations for Customer Service, you will play a pivotal role in ensuring the seamless delivery of services to our clients. You will lead a team dedicated to providing top-tier customer service while driving process improvements and operational efficiencies.

The service delivery lead would be responsible to oversee customer support for (

EMEA,APAC

,APJ) for multiple products.

Lead a transformative team with a growth ideology and strong drive towards quality and excellence

Responsibilities

Lead and Manage: Oversee the day-to-day operations of the customer service team, ensuring high-quality service delivery and adherence to client expectations.

Strategic Planning: Develop and implement strategies to enhance service delivery, improve customer satisfaction, and optimize operational processes.

Performance Monitoring: Track key performance indicators (KPIs) and metrics to assess team performance and identify areas for improvement.

Client Engagement: Build strong relationships with clients, understanding their needs and ensuring that services meet or exceed expectations.

Team Development: Mentor and develop team members, fostering a culture of continuous learning and professional growth.

LDT: Experience in lean six sigma and transformation projects on improving quality and improving customer experience

Qualifications we seek in you!

Minimum Qualifications

Bachelor's degree in:

Experience:

Experience in a leadership role within customer service operations, preferably in a BPO or similar environment.

Education:

Bachelor's degree in business administration, management, or

a related

field.

Electronics and Communication Engineering (ECE)

Electrical and Electronics Engineering (EEE)

Computer Hardware Engineering Or related technical fields.

Skills:

Strong leadership, communication, and problem-solving skills. Proficiency in data analysis and process optimization.

Attributes:

Results-driven, customer-focused, and able to thrive in a fast-paced environment.

Preferred Qualifications/ Skills

Knowledge on data analytics and POWER BI

Salesforce and Einstein

Technologies such as Power automation and Flow

Understanding of Billing methodologies and Oracle

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.

JobSenior Manager


Primary LocationIndia-Bangalore


ScheduleFull-time


Education LevelBachelor's / Graduation / Equivalent


Job PostingDec 16, 2025, 3:58:16 AM


Unposting DateOngoing


Master Skills ListOperations


Job CategoryFull Time