Operations Manager

Genpact is a global professional services firm delivering digital transformation and business process management services to Fortune Global 500 companies. With over 100,000 employees worldwide, Genpact combines deep industry expertise with advanced analytics and digital capabilities.

We are looking for a seasoned Operations Manager to lead a 150+ member team delivering customer service and back-office operations for a leading US banking client. This role demands operational excellence, people management expertise, and the ability to drive continuous improvement.

• Manage daily operations of a 150+ member team across voice and non-voice processes
• Ensure SLA adherence, quality metrics, and customer satisfaction scores are consistently met
• Drive operational excellence through Six Sigma and lean methodologies
• Implement automation and process optimization initiatives to improve efficiency
• Manage workforce planning, attrition, and employee engagement programs
• Collaborate with clients for business reviews and strategic planning

• 9-14 years of experience in BPO operations with at least 4 years in people management
• Proven track record managing large teams (100+ employees) in customer service or back-office
• Strong understanding of SLA management, quality frameworks, and BPO metrics
• Experience with process improvement methodologies (Six Sigma, Lean)
• Excellent communication and client-facing skills
• Graduate with MBA preferred
• Proficiency in workforce management tools and MS Office

• Competitive package between ₹16L – ₹22L per annum
• Lead large-scale operations for a Fortune 500 banking client
• Work in a high-growth environment with clear career progression paths
• Access to global best practices and continuous learning opportunities
• Be part of digital transformation initiatives in BPO operations

This opening is not listed on any public job portal. It is a verified internal opportunity exclusively accessible through the website careerjump.co.in and directly apply to this job role. They also have similar job openings posted daily on their website. You can also join their WhatsApp Community for daily updates on verified internal job openings.