Service Delivery Leader - Customer Care
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 Assistant Vice President WFM! In this role you will be responsible for performance reporting insight generation day-to-day activity management adherence etc. Responsibilities: - Strategic Leadership & Planning - Strategy Development: Design and execute a comprehensive WFM strategy that aligns with broader organizational goals focusing on cost optimization service level consistency and scalability. - Capacity Planning: Lead long-term and short-term capacity planning using historical data and future forecasts to determine staffing requirements across various business lines. - Stakeholder Management: Partner with Operations HR Finance and IT leadership to ensure workforce strategies support business growth and operational changes. - Operational Execution & Optimization - Forecasting & Scheduling: Oversee the creation of accurate volume forecasts and efficient staff schedules to maximize coverage and minimize idle time. - Real-Time Management: Direct the Real-Time Adherence (RTA) team to monitor service levels queue volumes and agent adherence making immediate adjustments to mitigate risks. - Process Improvement: Continuously evaluate current WFM processes and tools implementing automation and best practices to reduce manual effort and errors. - Operational Execution & Optimization - Strategic Advisory: Act as the primary trusted advisor to clients regarding workforce strategy; - provide consultative recommendations on staffing models shrinkage management and efficiency gains. - Performance Reviews: Lead Monthly and Quarterly Business Reviews (MBR/QBR) with client stakeholders presenting WFM performance data forecast accuracy and mitigation strategies for service gaps. - SLA & Contract Management: Ensure all workforce planning aligns strictly with client contracts and Statements of work (SOW); - negotiate volume inputs and staffing requirements during seasonal peaks or ramp-ups. - Communication: Proactively manage client expectations during periods of volatility or outages ensuring transparent communication regarding impact and recovery timelines. - Analytics & Reporting - Performance Analysis: deliver deep-dive analysis on key performance indicators (KP Is) such as Service Level Occupancy Shrinkage and Average handle Time (AHT). - Data-Driven Insights: Translate complex data into actionable insights for executive leadership identifying trends risks and opportunities for improvement. - Technology Utilization: Maximize the utilization of WFM systems (e.g. - NICE Verint IEX Aspect) to drive automation and reporting accuracy.
Qualifications
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
Certifications
Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, ITIL Foundation Certificate in IT Service Management - AxelosAxelos, Project Management Professional (PMP) - Virtual Learning Academy (VLA)Virtual Learning Academy (VLA)
Required Skills
Account Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Loan Servicing, Personal Banking, Retail Banking, Wealth Management
Language
English
Language Proficiency -
Proficient - C2
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care
Remote Type -
Office
Work Shift -
Variable (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.
