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.
We are inviting applications for the role of Senior Manager-Talent Match!
The Senior WFM/Resource Manager is accountable for aligning workforce capacity with business demand to optimize productivity, cost, and service outcomes. This role drives enterprise-wide resource planning, forecasting, scheduling, and performance analytics across teams, lines of business, and geographies. They partner closely with Operations, HR, Finance, and PMO to ensure the right people, with the right skills, are in the right place at the right time--while maintaining regulatory compliance and maximizing employee engagement.
Responsibilities
1) Strategy & Operating Model
Build and execute the WFM strategy (12-24 months outlook), aligned to business growth plans and service-level goals.
Define WFM governance, processes, and standards (forecast-to-schedule, schedule-to-performance).
Drive continuous improvement (Lean/Six Sigma initiatives, RPA for scheduling, automation of reporting).
2) Demand Forecasting & Capacity Planning
Own volume/demand forecasting across channels (projects, back-office tasks, contact centers), using historical data, seasonal patterns, market trends, and pipeline inputs.
Translate demand into capacity and skills requirements; run scenario modeling (best/likely/worst case).
Produce quarterly and monthly capacity plans, buffers, and surge strategies for peak periods.
3) Scheduling & Resource Allocation
Lead end-to-end scheduling: rosters, shift optimization, skills-based routing, and coverage planning.
Manage bench and redeployment; allocate resources across portfolios to hit SLAs with minimal overtime.
Partner with Talent/HR for hiring plans, cross-skilling, and succession plans for critical roles.
4) Performance Management & Analytics
Monitor real-time performance (adherence, utilization, occupancy, service levels, AHT/backlog).
Build dashboards and actionable insights; run weekly/monthly reviews with Operations leaders.
Identify performance risks early and recommend corrective actions (rebalancing, coaching, process fixes).
5) Financial & Commercial Accountability
Maintain labor budgets and FTE forecasts; track cost per unit, overtime, and productivity yield.
Support pricing and commercial models (rate cards, billability, revenue leakage, margin optimization).
Provide workforce inputs for annual operating plan (AOP) and quarterly reforecasts.
6) Governance, Compliance & Risk
Ensure compliance with labor laws, local regulations, union agreements, and company policies.
Own WFM audit readiness, documentation, and controls; manage data privacy for employee rosters.
Develop business continuity and surge plans for outages, events, or seasonal spikes.
7) Technology, Tools & Data
Improve data quality and integration across HRIS, timekeeping, scheduling, and performance systems.
Champion automation (self-service shift swaps, AI-driven forecasting, digital twins of operations).
8) Stakeholder Leadership & Communication
Act as the primary liaison between Operations, HR, Finance, and PMO for workforce decisions.
Present capacity forecasts, risks, and mitigations to executive leadership; secure decisions and funding.
Drive change management for new scheduling policies, shift structures, or location strategies.
9) People Leadership
Lead a WFM team (planners, schedulers, analysts, real-time coordinators); set goals, coach, and develop.
Build capabilities in advanced analytics, scenario planning, and stakeholder management.
Foster a culture of integrity, data-driven decisions, and customer-centricity.
Qualifications we seek in you
Minimum Qualification
Education
Bachelor's degree in Business, Operations, Economics, Statistics, Engineering, or related field.
Preferred: MBA/PGDM or Master's in Analytics/Operations.
Experience
Progressive experience in Workforce Management, Resource Planning, or Operations Planning.
Prior leadership of multi-site or multinational WFM programs; experience in scaling operations.
Proven success in high-volume environments (BPM/BPO, IT Services, Financial Services, Contact Centers, or large corporate back-office/shared services).
Technical Skills
Advanced Excel and data modeling; strong proficiency in Power BI/Tableau for dashboards.
Hands-on with WFM tools - Matchmaker, Taleo, Beeline etc.
Understanding of queueing theory, SLAs, utilization, occupancy, and staffing algorithms.
Soft Skills & Leadership Competencies
Strategic thinking with strong business acumen and financial fluency.
Executive communication: crisp storytelling with data; effective influence and stakeholder management.
Problem solving, structured thinking, and negotiation under constraints.
People leadership: coaching, delegation, and building high-performing teams.
Change management and resilience in dynamic environments.
Preferred Qualification
Six Sigma Green/Black Belt, Lean Practitioner.
Project Management (PMP/Prince2) or Agile (Scrum).
WFM vendor certifications (UKG/NICE/Verint) or HR analytics credentials.
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.

Skills Required