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 Assistant Manager, Customer Care!

In this role, The Customer Service FLMs make sure that the needs of their customers are met. FLM may be required to work at various levels, from head office to the front-end of the business and in most cases will be, finding ways to improve customer service efficiency and providing excellent customer experience, managing a team of customer service staff, handling face-to-face enquiries from customers .

The successful candidate will have a commitment to achieving excellence in service delivery management, and therefore a strong record of focus, a passion for employee development, and a keen interest in process improvement are key requirements for this role.

Responsibilities

• In charge of managing a team of customer service experts who are responsible for providing first-in-class customer experience while servicing each interaction
• Assists agents with all customer inquiries regarding products, services, policies and procedures, customer issues, and escalated situations within stated authority.
• Maintains/reviews productivity reports and provides additional training/coaching to customer service agents, to ensure performance metrics are met and assist management with concerns.
• Provide leadership and administrative support to their team and manage them to achieve and constantly improve service levels based on forecast and capacity, meeting / achieving targets, achieve process improvement and focus on the people development of their team.
• Identifies trends in team performance and recommends/ implements changes to constantly raise the Performance levels in the team.
• Conduct periodic 1-0-1 and Appraisals, do regular career counseling, train, and mentor resources.
• Share ideas with Management that positively influence the vision for the client by using their exposure to team’s technical or business areas, their understanding of industry trends and fraud issues impacting the banking industry.
• Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process.
• Implement best-in-class processes and practices for maintaining and exceeding productivity and service level agreements.
• Ability to provide constructive feedback to his/her team members to ensure adherence to compliance and regulatory framework and help them improve their performance.
• Drive retentions through HR practices and people functions
• Meet all people management metrics: Responsible for Attrition, Time Management and other deliverables as required

Qualifications we seek in you!

Minimum Qualifications

• English Proficient – High English Level
• Experience as a Team Leader in a Banking/ Financial services customer service environment (preferably credit card businesses)
• Should have handled at least Voice in his role as a Team Leader
• Exceptional operational, managerial, analytical, and interpersonal skills.
• Strong candidates may come from a background in operations in ITES/IT companies (operational excellence expertise in the form of yellow belt/ green belt or equivalent work exp. would be desirable).
• A bachelor’s and/or relevant experience.
• Good written and verbal communication skills
• Should possess good interpersonal skills.
• Ability to negotiate over the phone during escalations.
• Should be flexible to work in rotational shifts and week offs

Preferred Qualifications/ Skills

• Experience in banking industry

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.

The approximate annual base compensation range for this position is [$60,000to $65,000]. The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant’s experience, knowledge, skills, and abilities; geographic location; and internal equity

Location-based Roles “Los Angeles, California based candidates are not eligible for this role. Richardson Texas area candidates are eligible for this role only.”

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.

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