Service Delivery Manager - Customer Care - Blended 4C

Service Delivery Manager - Customer Care - Blended

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 blended customer care operations across voice and non-voice channels, ensuring consistent service delivery and adherence to SLAs.

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

Drive operational excellence through performance monitoring, process optimization, and implementation of best practices across channels.

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

Oversee quality assurance across all customer interactions, ensuring compliance with regulatory standards and customer experience benchmarks.

Facilitate training and development programs to enhance team capabilities and support career progression across both voice and non-voice functions.

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

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

CCP - Certified Credit Professional - Credit Institute of CanadaCredit Institute of Canada, Qualified Financial Advisor (QFA) - EduPristineEduPristine

Required Skills

Business Process Management (BPM), Contact Center Analytics, Customer Analytics, Customer Care, Customer Experience (CX), Data Analytics, Data Literacy, Data Visualization, Experience Design (Including Customer/User Experience), Generative AI, Insight Generation, Machine Learning, Speech Analytics, Strategic Advisory, Target Operating Model, Trust and Safety, User Experience (UX), Voice-User Interface

Language

English (Required), English (Required)

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Blended

Remote Type -

Hybrid

Work Shift -

Any (Philippines)

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. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.