Operations Manager - Voice Process

Genpact is a global professional services firm delivering digital transformation and business process management services to Fortune Global 500 companies. With a presence in over 30 countries, Genpact combines deep industry expertise with cutting-edge analytics and technology.

The Operations Manager will oversee voice-based customer service operations for a major banking client, managing large teams and ensuring exceptional service delivery. This role requires strong operational leadership and a customer-first mindset to drive performance excellence.

• Manage end-to-end operations for voice customer support processes serving 200+ team members across multiple shifts
• Drive key performance metrics including CSAT, FCR, AHT, and quality scores to exceed client SLAs
• Implement process improvements and automation initiatives to enhance operational efficiency
• Conduct regular performance reviews, coaching sessions, and capability building programs for team leaders
• Ensure compliance with regulatory requirements, security protocols, and quality standards
• Partner with clients to understand evolving needs and deliver innovative solutions to enhance customer experience

• Bachelor's degree in any discipline; MBA preferred
• 8+ years of experience in BPO operations with at least 4 years in managerial roles
• Strong expertise in managing voice-based customer service processes, preferably in BFSI domain
• Proven ability to manage large teams (150+ FTEs) and deliver consistent performance outcomes
• Deep understanding of contact center metrics, workforce management, and quality frameworks
• Excellent communication, problem-solving, and stakeholder management skills
• Experience with Lean Six Sigma methodologies and process optimization techniques

• Competitive package between ₹15L – ₹19L per annum
• Lead high-impact operations for global clients with direct business visibility
• Collaborative work environment with opportunities for cross-functional exposure
• Hybrid work model offering flexibility and work-life balance
• Strong career progression path with leadership development programs and global opportunities

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.