Front Line Manager - Customer Care - Collections 4C

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

Job summary

Genpact India Pvt. Ltd. is hiring a Front Line Manager for Customer Care - Collections.

You will lead collections operations within the customer care function, ensuring SLAs, compliance, and recovery goals are met. The role demands capacity planning, performance monitoring, and strong client governance. You’ll build client relationships, oversee QA, and drive process improvements while guiding a team through training on negotiation and regulatory knowledge.

Qualifications

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology or Marketing.
• Experience in customer care or collections is preferred.
• Strong communication, negotiation and regulatory knowledge are important.

Responsibilities

• 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.

Skills

Customer Care

Customer Experience

Data Analytics

Fraud Analytics

Customer Service

Customer Journey Mapping

Education

Business Administration

Communication

Hospitality Management

Information Technology

Marketing

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.

Job Description Responsibilities

• 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 Certifications 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 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.