Global Delivery Leader, BCM

Genpact; Metro Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Genpact is seeking a Delivery Leader, Operations in Metro Manila to drive end-to-end service delivery across global client operations. You will lead large teams, partner with senior management, and implement breakthrough technology solutions such as RPA to meet strategic targets.

You will guide performance improvements, manage P&L expectations, and foster a culture of innovation, collaboration, and customer focus to enhance NPS and overall client satisfaction.

Qualifications

• Graduate from reputed University.
• Prior Experience in banking domain / industry.
• Ability to engage senior client management on offerings, emerging issues in focus sectors, lead project scope discussions and provide insightful recommendations.
• Experience demonstrating Digital and Analytics to drive the service line.
• Experience of leading a span of min of 500+.

Responsibilities

• Collaborate with senior management as it relates to business growth, strategy, and operational planning.
• Take a lead and work with digital teams to introduce breakthrough technology solutions (Eg: RPA) into existing operations.
• Lead global operations to achieve/exceed P&L expectations.
• Ability to lead large team across multiple locations & be able to assimilate & encourage cultural diversity.
• Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps.
• Lead knowledge design, implementation & support for complex domain. Monitor & review solution implementation process in a reciprocal manner.
• Collaborate for new deal process including solutioning, pricing, due diligence, transition and stabilization.
• Be responsible for the way in implementing new technologies in operations and display executive presence.
• Be a senior partner concern point for resolving customer & internal issues.
• Maintain & grow excellent customer relations – focus on improving NPS.

Skills

Leadership

Client management

Digital analytics

RPA

Team leadership

Education

Graduate from reputed University

Job description

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Delivery Leader, Operations

This leader is responsible for the execution of all assigned operations, ensuring all the delivery centers meets customer and organization needs. This position provides leadership and management to BCM client's staff and actively gives to operational targets as well as business decisions. And will have a tactical approach to Customer Care, People Management, Quality Management, Workplace Planning, Mentoring, Development and Training.

Responsibilities

• Collaborate with senior management as it relates to business growth, strategy, and operational planning.
• Take a lead and work with digital teams to introduce breakthrough technology solutions (Eg: RPA) into existing operations.
• Lead global operations to achieve/exceed P&L expectations.
• Ability to lead large team across multiple locations & be able to assimilate & encourage cultural diversity.
• Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps.
• Lead knowledge design, implementation & support for complex domain. Monitor & review solution implementation process in a reciprocal manner.
• Collaborate for new deal process including solutioning, pricing, due diligence, transition and stabilization.
• Be responsible for the way in implementing new technologies in operations and display executive presence.
• Be a senior partner concern point for resolving customer & internal issues.
• Maintain & grow excellent customer relations – focus on improving NPS.

Qualifications

• Graduate from reputed University.
• Prior Experience in banking domain / industry
• Ability to engage senior client management on offerings, emerging issues in focus sectors, lead project scope discussions and provide insightful recommendations
• Experience demonstrating Digital and Analytics to drive the service line
• Experience of leading a span of min of 500+

Preferred qualifications / Skills

• Outstanding negotiation, interpersonal, verbal and written communication skills.
• Measurable experience in leading and growing profitable voice contact center operations and BPO services.
• Subject matter authority contact center operations in various industries, such as banking, insurance, healthcare, technology, retail etc.
• Demonstrate working knowledge of lean six sigma framework to drive continuous performance improvement.
• Analytical problem-solving skills with an outstanding attention to detail.
• 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.

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.