Senior Manager
Genpact
5 - 10 years
Jaipur
Posted: 18/06/2025
Job Description
Responsibilities
Manage Day to Day Operations for a Team of 115+ employees, who will be Processing requests received which relate to the workflows (Product, Application, Spam, Appeals) and assess them per the Policy Compliance guidelines and take action to apply the appropriate policy with high quality, speed, empathy, and accuracy
Responsible for E2E contractual (SLAs, KPIs) & internal metrics
Ensure smooth & surprise free operations and service delivery
Implement SMART OPEX, Training, Quality & Policy frameworks with a strong 3 Tier Governance
Drive employee engagement, agent growth, retention with low attrition; timely documented one on one, updated timekeeping system (My time), Compliance
Drive Rewards and Recognitions & Appraisals
Drive continuous service Improvements, Lean, Six Sigma & Digitization Projects QOQ
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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