Service Delivery Manager - Customer Care - Non - Voice 4D

About the job

Service Delivery Manager - Customer Care - Non - Voice Ready to turn bold ideas into real-world impact?  At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.  Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook .

Job Description Responsibilities: Oversee daily operations of the non-voice customer care team, ensuring adherence to processes and timely resolution of customer concerns.

Provide hands-on leadership by guiding team members, offering support in complex situations, and ensuring consistent service delivery.

Motivate and engage the team by setting performance goals, recognizing achievements, and fostering a culture of accountability and excellence.

Lead hiring and onboarding efforts, ensuring new team members are aligned with role expectations and organizational standards.

Conduct regular performance evaluations and coaching sessions to drive individual and team productivity.

Seek and incorporate feedback from frontline staff to identify process improvements and enhance customer experience.

Ensure monthly client KPIs are met by conducting root cause analysis, identifying improvement areas, and supporting agents through one-on-one sessions.

Collaborate with cross-functional teams to ensure smooth operations and alignment with business objectives.

Maintain compliance with organizational policies and quality standards while driving continuous improvement. Qualifications Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing Certifications Certified Management Accountant (CMA) - The Institute of Cost Accountans of India (ICMAI)The Institute of Cost Accountans of India (ICMAI), Certified Public Accountant (CPA) - Perfekt SzolnokPerfekt Szolnok, Six Sigma Black Belt Certification - BeingcertBeingcert Required Skills Account Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Loan Servicing, Personal Banking, Retail Banking, Wealth Management Language English (Required) Language Proficiency - Advanced - C1 Additional Job Location -

Job Type Regular Master Skill List - Customer Care - Non - Voice Remote Type - Office Work Shift - Night Job (India) Why join Genpact? •     Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter •     Make an impact – Help global enterprises solve business challenges that matter  •     Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead •     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 140,000+ coders, 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.