Front Line Manager - Customer Care - Collections 4B

BrightClaim; Dadri; Hybrid; INR 900.000 - 1.800.000; Vollzeit

Zusammenfassung

Genpact in India seeks a Front Line Manager for Customer Care - Collections to lead a team of agents, monitor performance, and ensure adherence to collections protocols.

You will collaborate with internal teams, drive process improvements, provide coaching, and track KPIs to meet service and compliance goals.

This role offers exposure to AI-powered transformation initiatives and opportunities to grow in a fast-moving, innovation-driven environment.

Qualifikationen

• Bachelor's degree in Business Administration, Communications, Hospitality, IT or Marketing.
• Experience in customer care or collections operations preferred.
• Strong English communication skills.

Aufgaben

• Lead a team of agents delivering collections support.
• Monitor daily performance and ensure timely resolution of customer queries.
• Identify service gaps and implement process improvements.
• Coach and conduct performance reviews; coordinate with training and QA teams.

Kenntnisse

Customer Care

CRM

Data Analytics

Data Visualization

BPM

CX

Ausbildung

Bachelor's in Business Administration

Jobbeschreibung

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 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

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.