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

1401 Genpact India Pvt. Ltd.; Dadri; On-site; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

AI‑powered transformation

Mentorship program

World-class learning opportunities

Job summary

Genpact is seeking a Service Delivery Manager for Customer Care - Non-Voice to lead the daily operations of a busy non-voice support team in India. You will guide agents, mentor staff, and ensure consistent service delivery in alignment with client KPIs.

The role requires a strong background in business-related degrees and relevant certifications, with a focus on process improvement, compliance, and cross-functional collaboration within a global delivery framework.

Qualifications

• Bachelors degrees in business, comms, hospitality, IT or marketing are preferred.
• Professional certifications CMA/CPA/Six Sigma bolster qualifications.
• Experience or exposure to banking and customer care processes is desirable.

Responsibilities

• Oversee daily operations of the non-voice customer care team and ensure timely resolution of customer concerns.
• Provide hands-on leadership by guiding team members and ensuring service delivery.
• Lead hiring, onboarding, and regular performance evaluations.
• Drive process improvements via root cause analysis and coaching sessions.
• Ensure client KPIs are met through data-driven optimization.
• Collaborate with cross-functional teams and ensure compliance with quality standards.

Skills

Account Maintenance

Banking Capital Markets

Cash Application

Credit Underwriting

Loan Servicing

Personal Banking

Retail Banking

Wealth Management

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Tools

CMA - ICMAI

CPA - Perfekt Szolnok

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:

Oversee daily operations of the non-voice customer care team, ensuring adherence to processes and timely resolution of customer concerns. Provide hands-on leadership by guiding team members, offering support in complex situations, and ensuring consistent service delivery. Motivate and engage the team by setting performance goals, recognizing achievements, and fostering a culture of accountability and excellence. Lead hiring and onboarding efforts, ensuring new team members are aligned with role expectations and organizational standards. Conduct regular performance evaluations and coaching sessions to drive individual and team productivity. Seek and incorporate feedback from frontline staff to identify process improvements and enhance customer experience. Ensure monthly client KPIs are met by conducting root cause analysis, identifying improvement areas, and supporting agents through one-on-one sessions. Collaborate with cross-functional teams to ensure smooth operations and alignment with business objectives. Maintain compliance with organizational policies and quality standards while driving continuous improvement.

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:

Account Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Loan Servicing, Personal Banking, Retail Banking, Wealth Management

Language:

Language English (Required) Language Proficiency - Advanced - C1

Additional Job Location:

Job Type Regular Master Skill List - Customer Care - Non - Voice 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

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.

Genpact is an agentic and advanced technology solutions company that runs mission‑critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate. There's a lot to learn here, and room to grow.