Payroll - Gurgaon

Genpact; Dadri, Gurugram District; On-site; INR 350,000 - 500,000; Full time

Job summary

Genpact Gurugram is seeking a Specialist - Customer Care - Voice - Payroll to guide payroll setup, resolve funding issues, and ensure timely funds delivery. You will work across payroll workflows, communicate clearly, and maintain compliance while supporting small business clients.

The role requires handling end-to-end payroll customer interactions, troubleshooting payment problems, and providing accurate guidance in a fast-paced, office-based environment.

Responsibilities

• Guide customers through payroll setup, pay runs, corrections, and post-payroll tasks, ensuring funds move to the right people on time.
• Diagnose and resolve payment, debit/withdrawal, direct deposit, and related payroll funding issues using structured workflows.
• Explain how workflows connect across products (e.g., Team setup, time tracking, payroll processing, taxes) to customers.
• Own issues from intake to resolution; escalate with documented steps and next actions to reduce customer effort.
• Communicate outcomes clearly, set expectations, and explain policies while showing empathy and offering options.
• Build trust by understanding customer goals and constraints, de-escalating when needed, and applying accurate terminology.
• Follow policies and risk controls; navigate regulated money-movement scenarios within role scope.
• Stay updated with changes and move customer issues forward efficiently.
• Understand customers' small business operations, challenges, and goals; recommend solutions across the client ecosystem.

Job description

Ready to turn bold ideas into real-world impact?

At Genpact, we dont just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and were at the forefront of it. Genpacts 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 whats 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.

We are inviting applications for the role of Specialist - Customer Care - Voice - Payroll

*Work location: Gurugram (work from office)

Responsibilities:

• Guide customers through payroll setup, pay runs, corrections, and post-payroll tasks, ensuring funds successfully move out of the business to the right people at the right time.
• Diagnose and resolve payment, debit/withdrawal, direct deposit, and related payroll funding issues using a structured, investigative approach across customer-facing tools and back-office workflows.
• Help customers understand how workflows connect across products (for example: Team setup (employees, pay rates, taxes, benefits) + time tracking (hours, PTO, approvals) payroll processing pay delivery (DD/checks) taxes/filings.
• Own customer issues from intake to resolution whenever possible; when escalation is required, clearly document findings, actions taken, and recommended next steps to minimize customer effort.
• Communicate with clarity and confidence especially when sharing outcomes; the customer may not want to hear. Set expectations early, explain the why in plain language, and hold firm on policy, risk, and compliance requirements while still showing empathy and offering next-best options.
• Build trust quickly by identifying business goals and constraints, de-escalating when needed, and using appropriate financial and payments of terminology.
• Follow established policies, compliance requirements, and risk controls, and apply sound judgment when navigating regulated or sensitive money-movement scenarios within a role scope.
• Stay effective in a fast-changing environment by using available resources to find accurate answers quickly, keep up with updates, and stay focused on moving the customers issue forward.
• Gain a thorough understanding of the customers small business operations, challenges, and goals
• Recommend the right solutions based on need across the client ecosystem and reinforce the value proposition and complete sale during call (including new customer acquisition and/or

Why join Genpact?

• Be a transformation leader Work at the cutting edge of AI, automation, and digital innovation
• Make an impact Drive change for global enterprises and solve business challenges that matter
• Accelerate your career Get hands-on experience, mentorship, and continuous learning opportunities
• 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 tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. Lets 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.