Service Delivery Manager - Customer Care - Voice
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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.
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Job Description
Service Delivery Manager – Operations (Payroll Support – International Voice)
Overview:
Leads end-to-end operations for Payroll customer support within the client ecosystem. Manages frontline managers (Team Leaders) and drives performance across customer experience, compliance, and operational efficiency. Ensures accurate, timely, and compliant payroll support delivery for business-critical and time-sensitive customer scenarios.
Responsibilities:
Operations Leadership & Delivery
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Own end-to-end delivery of Payroll customer support operations across voice channels.
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Manage a span of Team Leaders / Front Line Managers and indirectly oversee frontline agents.
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Ensure seamless execution of payroll workflows including setup, pay runs, corrections, and post-payroll activities
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Drive consistency in service delivery, process adherence, and customer experience.
People Leadership & Capability Building
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Lead, mentor, and develop Team Leaders to drive high-performing teams.
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Build leadership bench strength and succession pipelines.
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Drive employee engagement, retention, and capability development across levels.
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Oversee coaching frameworks, calibrations, and performance governance.
Customer Experience & Escalation Governance
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Own overall customer experience outcomes and VOC (Voice of Customer).
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Govern critical escalations involving payroll accuracy, missed payments, tax implications, and compliance risks.
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Ensure consistent, empathetic, and compliant communication across all interactions.
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Drive reduction in repeat contacts and escalations through systemic improvements.
Operational Excellence & Compliance
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Ensure adherence to SLAs, service delivery standards, and operational metrics.
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Drive strong governance on payroll compliance, financial controls, and risk mitigation.
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Analyze trends, identify root causes, and implement process improvements.
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Partner with cross-functional stakeholders (Product, Risk, Compliance) to resolve systemic issues.
Performance Management & Continuous Improvement
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Own performance management across all customer, operational, and people metrics.
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Drive data-led decision making and continuous improvement initiatives.
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Ensure optimal resource utilization, workforce planning, and productivity.
Key Performance Indicators (KPIs) – Customer Care Operations
Customer Experience
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Customer Satisfaction (CSAT)
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Net Promoter Score (NPS)
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Customer Effort Score (CES)
Resolution & Effectiveness
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First Contact Resolution (FCR)
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Repeat Contact Rate
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Escalation Rate
Quality & Compliance
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Quality Assurance (QA) Score
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Payroll Compliance Adherence
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Error / Defect Rate
Operational Metrics
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Service Level / Response Time
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Average Handle Time (AHT)
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Schedule Adherence
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Attendance
Productivity & Efficiency
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Contacts per Hour
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After Call Work (ACW)
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Utilization / Occupancy
Workforce & People Metrics
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Attrition (Voluntary & Involuntary)
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Shrinkage (Planned & Unplanned)
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Employee Engagement (eNPS / Satisfaction)
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Leadership Effectiveness / Coaching Impact
Business Metrics (if applicable)
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Conversion Rate / Attach Rate
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Revenue Contribution
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Customer Retention
All KPIs measured as per Targets defined by client
Qualifications:
Required
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Relevant years of experience in customer support operations (international voice)
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Relevant years in operations leadership managing Team Leaders / Managers
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Strong expertise in contact center operations, performance management, and escalation handling
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Excellent leadership, stakeholder management, and communication skills
Preferred
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Experience in Payroll, Accounting, or Financial Services support
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Understanding of US payroll processes, compliance, and financial workflows
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Experience in SaaS or Fintech environments
Success Measures
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Consistent operational performance across all KPIs
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High payroll accuracy and compliance adherence
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Reduced escalations in critical payroll scenarios
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Strong leadership pipeline and engaged workforce
Qualifications
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
Certifications
ITIL Foundation - AxelosAxelos, PMP - UdemyUdemy
Required Skills
Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Data Analytics, End to End Management, Fraud Detection, Fraud Disputes
Language
English (Required), English (Required)
Language Proficiency -
Upper Intermediate - B2
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care - 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.
