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 (Payments Support – International Voice)
Overview:
Leads end-to-end operations for Payments and money movement support within the client ecosystem. Manages Team Leaders and drives performance across customer experience, transaction accuracy, compliance, and operational excellence in high-value financial interactions.
Responsibilities:
Operations Leadership & Delivery
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Own delivery of Payments support operations including inflows, outflows, funding, and transaction workflows.
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Manage Team Leaders and indirectly oversee frontline agents handling payment-related interactions.
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Ensure seamless execution of payments workflows including deposits, withdrawals, disputes, and reconciliation.
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Drive process standardization, efficiency, and service excellence.
People Leadership & Capability Building
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Lead and develop Team Leaders to enhance team performance and capability.
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Build a strong leadership pipeline and succession plans.
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Drive engagement, retention, and continuous learning across teams.
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Ensure effective coaching and performance governance frameworks.
Customer Experience & Escalation Governance
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Own customer experience across all payment and transaction-related interactions.
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Govern escalations involving failed payments, funding delays, disputes, chargebacks, and reconciliation issues
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Ensure clear communication, expectation setting, and customer confidence in money movement processes.
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Drive reduction in repeat contacts and escalation volumes.
Operational Excellence & Compliance
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Ensure adherence to SLAs, compliance, and financial risk controls.
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Drive operational rigor in handling regulated, high-risk financial transactions.
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Analyze trends (payment failures, disputes) and implement improvements.
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Collaborate with Product, Risk, Compliance, and Banking partners for issue resolution.
Performance Management & Continuous Improvement
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Drive performance across all operational, customer, and productivity metrics.
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Lead data-driven improvements and process optimization initiatives.
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Optimize workforce planning, scheduling, and resource utilization.
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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Payments 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 per Contact
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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 / contact center operations
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Relevant years managing Team Leaders / Front Line Managers
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Strong expertise in operations leadership, escalation governance, and performance management
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Excellent communication and stakeholder management skills
Preferred
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Experience in Payments, Banking, Fintech, or Money Movement support
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Strong understanding of transaction lifecycle, disputes, settlements, and reconciliation
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Experience in regulated financial environments
Success Measures
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Strong operational delivery across all KPIs
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High customer trust in transaction and payment processes
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Reduced escalations and operational defects
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High-performing, engaged leadership and agent population
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.
