Service Delivery Manager - Customer Care - Non - Voice 4C

1401 Genpact India Pvt. Ltd.; Jaipur; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Genpact is seeking a Service Delivery Manager to lead non-voice customer care operations across email, chat, and digital channels. You will manage team capacity, drive SLA/KPI performance, and implement digital tools to optimize workflows.

The role emphasizes client relationship governance, quality assurance, and training to enable career progression within a fast-moving AI-driven environment.

Qualifications

• Bachelor's degrees in listed fields
• Certified Management Accountant (CMA) or CPA
• Six Sigma Black Belt certification

Responsibilities

• Lead non-voice customer care operations across email, chat and digital channels.
• Manage team structure and capacity planning with business volumes.
• Track SLA/KPI and optimize workflows with digital tools.
• Maintain client relationships through governance meetings and reviews.
• Ensure QA and compliance with CX standards and regulations.
• Coordinate training to grow team capabilities and career progression.
• Collaborate with cross-functional teams to automate non-voice workflows.

Skills

Banking Capital Markets

Banking Operations

Core Banking

Customer Analytics

Customer Care

Customer Experience

Customer Journey Mapping

CRM

Customer Service

Data Analytics

Fraud Analytics

Network Management

Regulatory Affair Management

Risk Management

English Proficiency

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

CMA/ICMAI Certification

CPA Certification

Six Sigma Black Belt

Job description

Service Delivery Manager - Customer Care - Non - 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.

Job Description Responsibilities :

• Lead non-voice customer care operations, ensuring consistent service delivery across email, chat, and digital support channels.


• Manage team structure and capacity planning, aligning resources with business volumes and operational targets.


• Drive operational excellence through SLA/KPI tracking, workflow optimization, and implementation of digital tools.


• Build and maintain strong client relationships through regular governance meetings, performance reviews, and proactive issue resolution.


• Oversee quality assurance across non-voice interactions, ensuring compliance with customer experience standards and regulatory guidelines.


• Facilitate training and development programs to enhance team capabilities and support career progression.


• Collaborate with cross-functional teams to identify automation opportunities and reduce manual interventions in non-voice workflows.

Qualifications

• Bachelors - Business Administration


• Bachelors - Communication


• Bachelors - Hospitality Management


• Bachelors - Information Technology


• Bachelors - Marketing Certifications Certified Management Accountant (CMA) - The Institute of Cost Accountans of India (ICMAI)The Institute of Cost Accountans of India (ICMAI)


• Certified Public Accountant (CPA) - Perfekt SzolnokPerfekt Szolnok


• Six Sigma Black Belt Certification - BeingcertBeingcert

Required Skills

• Banking Capital Markets


• Banking Operations


• Core Banking


• Customer Analytics


• Customer Care


• Customer Experience (CX)


• Customer Journey Mapping


• Customer Relationship Management (CRM)


• Customer Service


• Data Analytics


• Fraud Analytics


• Network Management


• Regulatory Affair Management


• Risk Management


• Target Operating Model Language English (Required)


• English (Required) Language Proficiency - Proficient - C2

Additional Job Location - Job Type Regular Master Skill List - Customer Care - Non - Voice Remote Type - Office Work Shift - Day 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

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.