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

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 :

Lead non-voice customer care operations, ensuring consistent service delivery across email, chat, and digital support channels.

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

Drive operational excellence through SLA/KPI tracking, workflow optimization, and implementation of digital tools.

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

Oversee quality assurance across non-voice interactions, ensuring compliance with customer experience standards and regulatory guidelines.

Facilitate training and development programs to enhance team capabilities and support career progression.

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

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

Banking Capital Markets, Banking Operations, Core Banking, Customer Analytics, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Relationship Management (CRM), Customer Service, Data Analytics, Fraud Analytics, Network Management, Regulatory Affair Management, Risk Management, Target Operating Model

Language

English (Required), English (Required)

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Non - Voice

Remote Type -

Office

Work Shift -

Day 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. 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.