Front Line Manager - Customer Care - Collections 4B

1401 Genpact India Pvt. Ltd.; Dadri; Hybrid; INR 800,000 - 1,200,000; Full time

Job summary

Genpact is seeking a Front Line Manager for Customer Care - Collections in an AI-enabled, innovation-driven environment. You will lead a team of agents delivering collections support, monitor performance, and drive improvements while collaborating with internal teams and clients to meet compliance and business goals.

The role emphasizes coaching, regular performance reviews, and alignment with customer experience targets in a hybrid work setting in India.

Qualifications

• Bachelor's degree in Business Administration, Communications, Hospitality, IT, or Marketing.
• CTP certification noted as a plus.
• Experience with CRM and customer care operations.
• Strong understanding of collections processes and compliance.

Responsibilities

• Lead a team of agents delivering collections support across customer care operations.
• Monitor daily performance, ensure timely query resolution, and uphold collections protocols.
• Identify service gaps and drive process improvements.
• Collaborate with internal teams and clients to align activities with requirements.
• Conduct regular coaching, performance reviews, and team engagement.
• Coordinate with training and quality teams to ensure agents are skilled and informed.
• Track service metrics and KPIs, identify trends, and support corrective actions.

Skills

Team leadership

Customer Care

CRM

Data Analytics

Process Improvement

Coaching

Stakeholder mgmt

Regulatory compliance

BPM

User Experience

Education

Bachelor's – Business Administration

Bachelor's – Communication

Bachelor's – Hospitality Management

Bachelor's – Information Technology

Bachelor's – Marketing

Certified Treasury Professional (CTP)

Tools

CRM Software

Data Visualization tools

Job description

Front Line Manager - Customer Care - Collections

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

Responsibilities

• Lead a team of agents in delivering consistent and effective collections support across customer care operations.
• Monitor daily performance, ensure timely resolution of customer queries, and drive adherence to collections protocols.
• Support customer experience goals by identifying service gaps and implementing process improvements.
• Collaborate with internal teams and clients to align operational activities with business and compliance requirements.
• Conduct regular team huddles, coaching sessions, and performance reviews to build engagement and drive results.
• Coordinate with training and quality teams to ensure agents are equipped with the necessary skills and product knowledge.
• Track service metrics and KPIs, identify performance trends, and support corrective actions.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing
• Certifications Certified Treasury Professional (CTP) - Instituto Nacional de AprendizajeInstituto Nacional de Aprendizaje

Required Skills

• Banking Capital Markets
• Business Process Management (BPM)
• Customer Care
• Customer Experience (CX)
• Customer Relationship Management (CRM)
• Data Analytics
• Data Literacy
• Data Visualization
• Experience Design (Including Customer/User Experience)
• Fraud Detection
• Insight Generation
• Internet Businesses
• Software Industry
• Trust and Safety
• User Experience (UX)

Language

English (Required)

Language Proficiency - Proficient - C2

Job Details

Additional Job Location - Job Type Regular Master Skill List - Customer Care - Collections Remote Type - Hybrid Work Shift - Evening 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

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.