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

BrightClaim; Dadri; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Genpact, a leader in AI-powered transformation, seeks a Service Delivery Manager for Customer Care (Non-Voice) in India. Oversee nighttime non-voice operations, ensuring process discipline and top-quality service delivery.

You will lead hiring, onboarding, coaching, and performance reviews to optimize outcomes for global clients. Join Genpact’s AI Gigafactory environment, drive continuous improvement, and collaborate with cross-functional teams to meet client KPIs while upholding compliance and

Qualifications

• Bachelor's degrees in Business Administration, Communications, Hospitality Management, IT, or Marketing are acceptable.
• Experience in customer care or financial services is advantageous.
• Proven leadership in team management and performance coaching.
• Strong process adherence and quality standards awareness.
• Ability to analyze KPI data and drive improvements.

Responsibilities

• Oversee daily operations of the non-voice customer care team and ensure process adherence.
• Provide hands-on leadership, support in complex situations, and ensure consistent service delivery.
• Lead hiring and onboarding, align new team members with role expectations and standards.
• Conduct performance evaluations and coaching to boost productivity.
• Perform root cause analysis and drive improvements with cross-functional teams.

Skills

Account Maintenance

Banking Capital Markets

Cash Application

Credit Underwriting

Loan Servicing

Personal Banking

Retail Banking

Wealth Management

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communications

Bachelor's degree in Hospitality Management

Bachelor's degree in Information Technology

Bachelor's degree in Marketing

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

English (Required)

Language Proficiency -

Advanced - C1

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

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.