Manager

Genpact Services LLC; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Genpact in Metro Manila invites applications for the role of Manager, Customer Care. In this role, you will lead a team of supervisors in day-to-day functions and collaborate with different units to drive overall operations.

You will plan employee engagement, coach staff, and ensure performance reviews while maintaining service quality and client satisfaction. The position offers opportunities to influence outcomes and grow within a global AI-enabled services environment.

Qualifications

• Proficient in MS Office (Excel, Word, PowerPoint) and data handling.
• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication and interpersonal skills.
• Previous customer service experience is required.
• Energetic, proactive, and able to maintain a can-do attitude.
• Demonstrated people-management capabilities.
• Ability to multi-task while adhering to processes.

Responsibilities

• Leads a team of supervisors in day-to-day functions, including directing, planning, supervising and evaluating the work of assigned staff.
• Plan and lead employee engagement, rewards, and recognition to drive performance and reduce attrition.
• Develops staff by assessing leadership proficiencies and promoting training and career planning; coaches employees.
• Monitors performance and prepares fair, accurate reviews; ensures alignment of processes to minimize revenue loss.
• Builds client relationships and presents improvement plans to leadership and stakeholders.
• Ensures compliance with department, unit, and regulatory standards and practices.

Skills

MS Office

Analytical skills

Communication skills

Customer service

High energy

People management

Multi-tasking

BPO experience

Job description

Ready to shape the future of work? 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 anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep 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 teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook.

Inviting applications for the role of Manager, Customer Care

In this role, you will lead a team supervisor in day-to-day functions and collaborate with different units within the company to drive overall operations.

Responsibilities

• Leads a team of supervisors in day-to-day functions, including directing, planning, supervising and evaluating the work of assigned staff. Coordinates workflow to achieve the volume encouraged to meet operational requirements.

• Plan and lead the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition.

• Develops staff by assessing Leadership proficiencies and promote training and career planning; coaches' employees for career development. Provides input into hiring decisions.

• Monitors performance of the cluster according to established standards. Provides performance feedback on Supervisors and Associates. Prepares fair, accurate and detailed performance reviews. Accountable for meeting business goals. Coordinates with other units to ensure an alignment of processes to minimize revenue loss.

• Develops relationships and communicates issues of importance within the department and/or business unit.

• Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content and direct process improvement projects.

• Uses appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while handling special projects.

• Monitors and ensures compliance with department, business unit, and regulatory agency standards and practices.

• Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards.

• Performs other duties that may be assigned from time to time.

• Builds client relationship and reviews performance and present plans of improvement to internal leadership and external stakeholders.

Qualifications we seek in you!

Minimum Qualifications

• Proficient in MS Office (Excel, Word, Powerpoint, etc.)

• Good analytical skills

• Goodcommunication and interpersonal skills

• Customer Service experience required

• High energy and commitment levels and possess “can-do-attitude” at all times

• High people management skills

• Ability to multi-task alongside compliance to the process

Preferred Qualifications/ Skills

• Excellent Team Management Skills

• BPO experience, Outbound Voice Process experience in Collections/ Healthcare

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.

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.