Black Belt
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
Process Transformation & sNPS Improvement
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Drive CX & Process Excellence: Identify, prioritize, and execute high-impact transformation projects across the contact center lifecycle with a direct objective of boosting Service NPS (sNPS), CSAT, and first-contact resolution.
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Root Cause Problem Solving: Lead in-depth root cause analysis on service gaps, operational defects, and customer friction points utilizing structured Lean Six Sigma toolkits (DMAIC, FMEA, Fishbone, Pareto analysis, Value Stream Mapping).
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Voice of Customer (VoC) Translation: Analyze VoC and customer feedback data to design targeted action plans that reduce customer effort and improve frontline engagement.
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Continuous Improvement Culture: Facilitate Kaizen events, process re-engineering workshops, and coach/mentor Green Belt and Yellow Belt candidates across the organization.
2. PMO Governance & Program Management
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Own PMO Cadence: Establish and maintain program governance, including project charters, milestones, delivery schedules, RAID logs (Risks, Assumptions, Issues, Dependencies), and benefits realization trackers.
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Pipeline & ROI Management: Build and manage a transparent transformation project pipeline with validated financial and operational impact metrics (cost efficiencies, FTE savings, CX gains).
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Cross-Functional Alignment: Partner seamlessly with Operations, Quality, Training, and Workforce Management (WFM) to design standard operating procedures (SOPs) and ensure sustained adoption of best practices.
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Change Management: Drive structured change management frameworks to ensure smooth frontline adoption of re-engineered processes and digital tools.
3. Stakeholder Management & Compliance
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Executive Communication: Deliver regular progress reviews, strategic roadmaps, and business cases to internal senior leadership and client executives.
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Client Engagement: Act as the primary counterpart to client process excellence teams to ensure alignment on strategic objectives, joint roadmaps, and performance SLAs.
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Regulatory & Risk Adherence: Ensure all process re-designs and operational changes strictly comply with US banking regulations, risk frameworks, and information security standards.
Required Qualifications
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Experience: Minimum 5+ years of dedicated experience in Process Excellence and PMO within a BPO/BPM, shared services, or contact center environment—preferably supporting US Banking / Financial Services clients.
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Methodologies: Strong practical knowledge of Lean Six Sigma methodologies (Green Belt or Black Belt certification required).
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Project Management: Demonstrated proficiency in project management frameworks (Agile, Waterfall, or Hybrid); PMP or PRINCE2 certification is an advantage.
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Governance Track Record: Proven background in managing formal PMO cadences, benefit tracking, and executive-level governance reporting.
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Data & Analytics: Advanced analytical skills with hands-on proficiency in MS Excel, PowerPoint, and modern BI/reporting tools (Power BI or Tableau preferred).
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Demonstrated experience driving sNPS/CSAT/NPS improvement initiatives in a contact center environment.
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Stakeholder Management: Exceptional verbal and written communication skills with demonstrated experience presenting to senior leadership and client-side executives.
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Operational Readiness:
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Willingness to work in a full-time office-based setup.
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Complete flexibility to work in US shift hours to interface with onshore stakeholders.
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Openness to business travel to client/onshore locations as required.
Qualifications
Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics
Certifications
Lean Six Sigma Black Belt - Process Doctors AcademyProcess Doctors Academy, Six Sigma Black Belt Certification - BeingcertBeingcert
Required Skills
AI/ML Ops, Business Intelligence (BI), Data Analytics, Data Consulting, Lean Six Sigma (LSS), Machine Learning Model Management, Risk Management
Language
English (Required)
Language Proficiency -
Upper Intermediate - B2
Additional Job Location -
Job Type
Regular
Master Skill List -
Lean Digital Transformation
Remote Type -
Office
Work Shift -
Rotating (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.
