Front Line Manager - Customer Care - Collections 4C

Genpact; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Genpact is seeking a Front Line Manager - Customer Care - Collections to lead collections operations within its customer care function. You will manage team capacity, monitor metrics, and drive process improvements while maintaining strong client relationships.

The role requires oversight of compliance, training initiatives, and collaboration with cross-functional teams to automate workflows and reduce manual interventions. This position is office-based in India and entails night shifts.

Qualifications

• Bachelor-level degrees in business, communication, hospitality, IT or marketing.
• CTP certification is listed as a qualification.

Responsibilities

• Lead collections operations within customer care, ensuring SLAs and recovery targets.
• Manage team structure and capacity planning aligned with volumes and goals.
• Monitor collection metrics, optimize processes and implement best practices.
• Maintain strong client relationships through governance meetings and reviews.
• Oversee QA across collections interactions ensuring compliance and effective resolutions.
• Facilitate training to enhance negotiation, empathy and regulatory knowledge.
• Collaborate with cross-functional teams to identify automation opportunities and reduce manual work.

Skills

Customer Care

Customer Experience

Customer Journey Mapping

Customer Service

Data Analytics

Fraud Analytics

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Certified Treasury Professional (CTP)

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

• Lead collections operations within customer care, ensuring adherence to client SLAs, compliance standards, and recovery targets.
• Manage team structure and capacity planning, aligning resources with delinquency volumes and operational goals.
• Drive performance through monitoring of collection metrics, process optimization, and implementation of best practices.
• Build and maintain strong client relationships through regular governance meetings, performance reviews, and strategic discussions.
• Oversee quality assurance across collections interactions, ensuring regulatory compliance and effective resolution strategies.
• Facilitate training and development programs to enhance team capabilities in negotiation, empathy, and regulatory knowledge.
• Collaborate with cross-functional teams to identify automation opportunities and reduce manual interventions in collections workflows.

Qualifications

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

Required Skills

• Customer Care
• Customer Experience (CX)
• Customer Journey Mapping
• Customer Service
• Data Analytics
• Fraud Analytics

Language

• English Language Proficiency - Proficient - C2

Additional Details

• Additional Job Location
• Job Type Regular
• Master Skill List - Customer Care - Collections
• 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.