Front Line Manager - Customer Care - Voice 4A
3502 Servicios Internacionales De Atencion Al Cliente, Limitada
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Résumé du poste
Genpact in India is seeking a Front Line Manager for Payments (International Voice) to lead a team handling money movement workflows. You will drive customer experience, process excellence, and compliance in a fast-paced, AI-enabled environment.
You will coach agents, manage escalations, monitor KPIs, and partner with stakeholders to ensure accurate, timely payments and strong customer trust. Experience in international voice support and payments is desired.
Qualifications
- Relevant years of international voice support experience with team leadership exposure
- Experience in payments, banking, fintech, or money movement environments is preferred
- Strong communication and stakeholder management skills
Responsabilités
- Lead frontline team for payments, banking, and transaction-related queries
- Drive coaching, performance reviews, and skill development
- Manage day-to-day contact center operations including queues and workforce management
- Monitor KPIs and drive process improvements
- Ensure compliance with financial policies and regulatory requirements
- Enable agents to guide customers through payments workflows and upsell value-added services
Connaissances
Formation
Outils
Description du poste
Front Line Manager - Customer Care - Voice
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 .
SMB Front Line Manager - Payment Operations "Money"
Leads a team of frontline agents supporting Payments and money movement workflows within client ecosystem. Responsible for ensuring seamless inflow and outflow of funds, resolving transaction-related issues, and driving customer confidence in high-value financial interactions.
- Team Leadership & Development
- Lead and manage a team supporting payments, banking, and transaction-related queries.
- Drive structured coaching, performance reviews, and continuous skill development.
- Build a high-performance culture focused on customer trust and operational excellence.
- Support onboarding and upskilling in payments workflows and financial systems.
- Customer Experience & Escalations
- Handle escalations related to failed payments, funding delays, chargebacks, disputes, and reconciliation issues.
- Ensure timely resolution of high-risk and high-value money movement issues.
- Drive strong communication and expectation setting with customers.
- Improve FCR and reduce repeat contacts through root cause analysis.
- Operational Excellence
- Manage day-to-day contact center operations including queue and workforce management.
- Ensure SLA adherence and smooth transaction support workflows.
- Identify trends in payment failures, disputes, or delays and drive corrective actions.
- Ensure adherence to financial compliance, risk, and regulatory policies.
- Performance Management
- Monitor and drive team performance across customer, operational, and productivity KPIs.
- Analyze contact drivers and implement process improvements.
- Maintain balance between efficiency, quality, and compliance.
- Business & Customer Value Enablement
- Enable agents to guide customers through payments workflows (inflows, outflows, reconciliation).
- Drive adoption of payment solutions and value-added services.
- Ensure ethical and compliant customer engagement and selling practices.
- Customer Experience
- CSAT, NPS, Customer Effort Score
- Resolution Metrics
- First Contact Resolution (FCR)
- Repeat Contacts
- Escalation Rate
- Quality & Compliance
- QA Score
- Payments Compliance Adherence
- Error / Defect Rate
- Operational Metrics
- Average Handle Time (AHT)
- Service Level
- Schedule Adherence
- Attendance
- Productivity Metrics
- Contacts per Hour
- After Call Work (ACW)
- Utilization
- People Metrics
- Attrition
- Shrinkage
- Employee Engagement
- Coaching Effectiveness
- Sales Metrics (if applicable)
- Conversion Rate
- Revenue / Attach Rate
All KPIs measured as per Targets defined by client
- Required
- Relevant years of international voice support experience with team leadership exposure
- Strong background in contact center operations and escalation management
- Excellent communication and stakeholder management skills
- Preferred
- Experience in Payments, Banking, Fintech, or Money Movement support
- Understanding of transactions, disputes, settlements, and reconciliation workflows
- Experience in compliance-heavy financial environments
- Consistent KPI delivery across customer and operational metrics
- High customer confidence in money movement processes
- Reduced payment-related escalations
- Strong, engaged, and high-performing team
- Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
- Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow
- Contact Center Analytics, Customer Analytics, Customer Care, Customer Experience (CX), C
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