Front Line Manager - Customer Care - Sales & Support
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
Inviting applications for the role of ICAN Manager/Senior Manager This role involves managing large engagements and establishing deep and trusting relationships with clients who we serve. You will leverage your existing expertise in sales and commercial processes and grow your knowledge base to consult our clients as a subject matter expert in all processes including value chain analytics lead generation deal desk pricing management trade promotion optimization contract management order management order fulfillment and deductions and dispute processing. You will learn our end-to-end service offerings including advisory digital analytics and outsourcing to advise our clients what transformation opportunities exist to meet their desired outcomes Responsibilities: - Leading operations and spearheading processes for excelling business targets for the Business Unit - Proactively resolve people issues and ensure that attrition is well below the defined target - Meet all people management metrics: Responsible for Attrition Manpower requirement Capacity planning Utilization and Scheduling Productivity per person Monitoring Time Management Seat Utilization Statement of work Business Continuity Plan Reports Dashboards other deliverables as required - Driving Continuous Improvement Initiatives - Develop and implement measurement systems and provide insightful analytics around the metrics. - Communicate with the customer on a regular basis to discuss operational issues raise issues proactively & build relationship understand customer issues proactively fix to get the delight factor - Set goals for the team and communicate goals on a regular basis - Assist sales team with solutioning proposals and deal pitches - Manage cross-functional teams to deliver engagements with world-class quality - Provide insights on clients business and financial performance and drive business strategies within operating teams to add value to the client - Deliver projects on time with great quality and with close communication internally and externally - Interact with client to assess and provide feedback to every team member about their daily deliverable accuracy quality of work and any future value addition projects - People Management be a peoples manager involving in hiring structured learning path operations mentor for the team - Lead multiple internal and external stakeholders - Support the metrics reporting for the relevant process - Support and coordinate the team on daily processing/operations workload allocation - Oversee process KP Is and metrics provide deep analysis with understanding of root causes
Qualifications
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Marketing, Bachelors - Sales, Masters - Marketing
Certifications
ITIL Foundation Certificate in IT Service Management - AxelosAxelos
Required Skills
Customer Care, Customer Service, Financial Analysis Reporting, Fraud Detection, Fraud Management, Fraud Prevention, Insurance, Insurance Policy Review, Invoice Payments, Microsoft Power Apps, People Leadership, Process Mining, Process Orchestration, Process Standardization, RapidMiner, Sales, Sales Forecasting, Treasury Analysis, Underwriting Risk, Workflow Process
Language
English
Language Proficiency -
Advanced - C1
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care - Sales & Support
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.
