Senior Manager

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.Inviting applications for the role of Senior Manager - Training and Quality Manager - Quality Control/Quality Consultant – Trust & SafetyWe are seeking a highly skilled and experienced Training and Quality Manager to lead and integrate our training and quality assurance efforts. In this critical leadership role, you will be responsible for developing and implementing comprehensive training programs for our Quality Control Analysts and/or Quality Consultants, while also driving the strategy and execution of quality assurance initiatives across our operational teams. You will be a key driver in fostering a culture of continuous learning, quality excellence, and operational efficiency within the process.Responsibilities:• Strategic Leadership for Training and Quality: o Develop and execute a holistic training and quality strategy aligned with the overall objectives, client expectations, and industry best practices.o Establish clear goals, objectives, and key performance indicators (KPIs) for both training effectiveness and quality performance.o Champion a culture of continuous learning, quality improvement, and proactive problem-solving.• Training Needs Analysis and Program Development: o Lead the identification of training needs and skill gaps within the quality control and consultant teams, collaborating with operational leaders and subject matter experts.o Design, develop, and maintain engaging and effective training programs, curricula, and learning resources, including onboarding, upskilling, and specialized quality methodologies.o Ensure training content is accurate, up-to-date, and aligned with global quality standards, processes, and client-specific requirements.o Leverage diverse training methodologies, including instructor-led (in-person and virtual), e-learning, simulations, and on-the-job training.• Training Delivery and Facilitation Oversight: o Oversee the delivery of training programs, ensuring consistency, quality, and effectiveness.o Coach and mentor trainers within the team (if applicable) and ensure adherence to best training practices.o Monitor training effectiveness through assessments, feedback mechanisms, and performance data.• Quality Assurance Framework Management: o Lead the development, implementation, and continuous improvement of robust quality assurance frameworks, methodologies, and standards.o Define quality control processes, audit procedures, and performance benchmarks.o Ensure the consistent application of quality standards across all relevant operational workflows.• Quality Monitoring and Performance Analysis: o Oversee the collection, analysis, and interpretation of quality data to identify trends, root causes of errors, and areas for improvement.o Establish and maintain comprehensive quality reporting mechanisms for internal and external stakeholders.o Drive the use of data-driven insights to inform training content and quality improvement initiatives.• Continuous Improvement and Innovation: o Lead and champion continuous improvement initiatives across the process, integrating training and quality insights to drive process optimization.o Promote the adoption of quality methodologies (e.g., Lean, Six Sigma) and tools.o Foster a culture of innovation in both training delivery and quality assurance practices.• Stakeholder Management and Collaboration: o Serve as a key point of contact and subject matter expert for training and quality-related matters for internal stakeholders, clients, and external auditors.o Collaborate effectively with operational leaders, HR, training teams, and quality analysts to ensure alignment on goals and initiatives.o Communicate effectively on training plans, quality performance, and improvement outcomes to relevant stakeholders.• Team Leadership and Development: o Lead, mentor, and develop a team of trainers and potentially quality analysts/consultants.o Set clear performance expectations, provide regular feedback, and conduct performance reviews.o Foster a positive, collaborative, and high-performing team environment.o Identify training and development needs within the team and facilitate relevant opportunities.• Budget Management and Resource Planning (for Training and Quality functions): o Manage the budget for the training and quality functions effectively.o Participate in resource planning and forecasting to ensure adequate staffing and resources to meet training and quality objectives.Qualifications we seek in youMinimum Qualifications• Any bachelor’s degree• Progressive experience in designing and delivering training programs, combined with significant experience in quality control, quality assurance, or quality • Proven track record of developing and implementing successful training strategies and quality assurance frameworks.• Deep understanding of adult learning principles, instructional design methodologies, and effective training delivery techniques. 1 • Comprehensive knowledge of quality management principles, methodologies, and tools (e.g., Six Sigma, Lean, ISO standards, statistical process control).• Excellent analytical, problem-solving, and decision-making skills with the ability to interpret complex data and drive strategic improvements.• Exceptional communication, interpersonal, presentation, and facilitation skills with the ability to influence and collaborate effectively at all levels.• Strong project management and organizational skills with the ability to manage multiple complex initiatives simultaneously.• Proven ability to drive continuous improvement and implement sustainable training and quality solutions.• Proficiency in training authoring tools, learning management systems (LMS), quality management software, and MS Office Suite.Preferred Skills:• Relevant certifications in training and development (e.g., CPTD) and quality management (e.g., Six Sigma Black Belt, Lean Expert, ISO 9001 Lead Auditor).• Experience with data analytics and visualization tools relevant to training and quality data.• Experience in leading and managing teams of trainers and/or quality professionals.• Experience in client-facing roles and managing training and quality expectations at a strategic level.• Strong change management and stakeholder management skills.