Am- Customer Care

Ready to shape the future of work At Genpact we don t just adapt to change we drive it AI and digital innovation are redefining industries and we re leading the charge Genpact s AI Gigafactory our industry-first accelerator is an example of how we re scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team that s shaping the future this is your moment Genpact NYSE G is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally Through our deep business knowledge operational excellence and cutting-edge solutions - we help companies across industries get ahead and stay ahead Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today Get to know us at genpact com and on LinkedIn X YouTube and Facebook Inviting applications for the role of Assistant Manager US Collections In this role candidate needs to have good experience in US banking collections along with relevant team leading experience Responsibilities People handling Manage floor coverage in team environment to drive performance Overseeing teams managing the process metrics and developing strategies to bring the account from delinquent state to current state Ensure all collection activities comply with U S federal and state regulations Analyse data and reports to identify trends evaluate performance and reports insights to senior leadership Regular Call monitoring to train mentor coaching and guide collection staff on best practices and regulatory requirement to a team of 20-25 front-line agents Actively pursue initiatives that aid team members in achieving individual and team Key Performance Indicators Work in tandem with the Supervisor to identify and address performance and developmental opportunities Foster and support a diverse team environment across differences race age gender sexual orientation etc Coordinate daily schedule with Supervisor and set daily coaching activities Provide non-critical quality feedback Call Quality exposure Lead team huddles and discuss product process updates Training exposure Promote and drive performance blitzes contests Establish and maintains effective working relationships with peers and partners in other business units with goal of optimizing Citi Brands client relationships First point of contact for customer escalated calls Help develop agents to be self-sufficient by helping them find the answers themselves Share thoughts on team and ideas on how to improve performance of the team morale etc Day to Day expectations may change Qualifications we seek in you Minimum Qualifications Graduate any stream Preferred Qualifications Skills Relevant experience in managing team in US Collection domain Effective probing skills and analyzing understanding skills Problem solving skills with customer centric approach Demonstrated proficiency with written English and with neutral English accent Must be able to work in any shift 24 7 with no fixed weekend off Strong attention to detail Why join Genpact Be a transformation leader - Work at the cutting edge of AI automation and digital innovation Make an impact - Drive change for global enterprises and solve business challenges that matter Accelerate your career - Get hands-on experience mentorship and continuous learning opportunities 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 tech shapers and growth makers at Genpact and take your career in the only direction that matters Up Let s build tomorrow together The approximate annual base compensation range for this position is xxx xxx to xxx xxx The actual offer reflecting the total compensation package plus benefits will be determined by a number of factors which include but are not limited to the applicant s experience knowledge skills and abilities geographic location and internal equity Work-from-Office Roles - This role requires 5 days rotational off working from office 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 Job Assistant Manager Primary Location India-Noida Schedule Full-time Education Level Bachelor s Graduation Equivalent Job Posting Oct 15 2025