Management trainee- B2C Collections

Ready to shape the future of work?

At Genpact, we dont just adapt to changewe drive it. AI and digital innovation are redefining industries, and were leading the charge. Genpacts AI Gigafactory, our industry-first accelerator, is an example of how were 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 thats 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 Management Trainee, Customer Care

B2C Collections

US shifts

Gurgaon

Voice Collections Exp, Debt Recovery Exp, Dialers Exp

In this role, you will be responsible for liaising between the Operations Leader and the team of associates, to ensure the clients services are delivered promptly and accurately in accordance with the Service Level Agreements.

You are encouraged to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing mentorship and development to associates, facilitating team meetings, and meeting defined quality, customer experience and efficiency requirements.

Responsibilities

-Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants

-Managing the day-to-day activities of the team. Should be responsible for customer service and collection deliverables.

-Must have knowledge of RPC, PTP, Skip Tracking and other basic collection operations.

-Motivating the team to achieve organizational goals.

-Should be operation expert and able to handle 15-20 resources

-Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team/collector performance

-Monitor and evaluate calls using evaluation standards and forms mandated by the client

-Provide analysis in evaluated calls and identify gaps that impact KPIs

-Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance

-Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics

-Works closely with other members of the Training and Call Quality team to ensure effective implementation

-Create training documentations/learning documents

-Conduct PKT (Process Knowledge tests) as per agreed schedule

Qualifications we seek in you!

Minimum Qualifications / Skills

- Expertise of Collection and Customer Service KPIs.

- Excellent written and verbal communication skills

- Should be flexible in shift timings

- Strong organizational skills to give the team direction.

Preferred Qualifications/ Skills

- Comfortable presenting to group and providing coaching/feedback

- Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel)

- Work experience in Collection or Customer Service as Team Lead/Supervisor.

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.

Lets 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.