Manager

Job Description

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.

We are inviting applications for the role of Senior Analyst/ Team Lead/MT/AM/Manager for Customer Interaction/People Assist (HR Helpdesk)

Responsibilities

As a Senior Analyst/Team Leader, you will:

1. Team Leadership and Supervision:

- Lead and develop a team of associates to ensure timely and effective resolution of employee queries via multiple channels (phone, email, and chat).

- Monitor team performance against SLA metrics including First Contact Resolution (FCR), response time, and Employee Satisfaction Scores (ESAT).

- Provide ongoing coaching, performance feedback, and upskilling support.

- Support team in complex or sensitive escalations, particularly those involving senior stakeholders.

- Ensure adherence to SLA metrics, including first contact resolution, response time, and customer satisfaction.

2. End-to-End Case Management and Employee Experience::

- Ensure complete ownership of HR cases from initiation to closure, maintaining accountability throughout the lifecycle.

- Act as the primary point of contact for employees, managing complexity and maintaining transparency even when collaborating with Tier 2 teams.

- Enhance employee experience through empathetic, solutions-oriented communication and clarity on timelines and expectations.

- Guide employees through intricate scenarios, identifying which policies apply and explaining them in context.

3. Case Management and Reporting (Preference ServiceNow):

- Oversee case management activities, ensuring timely updates and resolutions in line with established protocols.

- Generate and analyze reports on team performance, customer feedback, and operational efficiency.

- Present insights and recommendations to leadership for process improvements.

4. Process Improvement and Standardization:

- Identify opportunities for process optimization and implement best practices.

- Collaborate with quality assurance teams to ensure consistent delivery of high-quality service.

- Contribute to the development of knowledge base articles and training materials.

5. Training and Development:

- Facilitate onboarding and continuous training for team members, focusing on skills enhancement and process updates.

- Foster a culture of learning and professional growth within the team.

6. Stakeholder and Change Management:

- Serve as the operational bridge with Tier 2 teams, fostering collaborative partnerships to calibrate, improve delivery, and align on service expectations.

- Actively support change initiatives including process/policy updates, content enhancements, and system upgrades.

- Lead rollouts of changes from Tier 2 to frontline associates and ensure team readiness.

7. Coaching, Mentoring, and Development:

- Drive a culture of continuous learning and process excellence.

- Develop and deliver capability-building sessions for team members, especially in areas like pay and leave reconciliations.

- Coach team members on handling difficult scenarios such as performance or conduct-related cases with sensitivity and impact.

Qualifications

Minimum Requirements:

- Bachelor's degree or equivalent education.
- Relevant years of experience in an HR Helpdesk, HR Contact Center, or Shared Services environment with at least relevant year in a supervisory or team lead position.
- Proficiency in case management tools (e.g., ServiceNow) and Microsoft Office Suite.
- Strong verbal and written communication skills.
- Strong knowledge of HR processes across employee lifecycle stages.
- Proven ability to manage high-pressure situations and resolve conflicts effectively.

Preferred Qualifications:

- Experience in a shared service environment or customer-facing role.
- Experience handling HR Helpdesk operations across Australia, New Zealand, or APAC regions preferred.
- Familiarity with HR systems like SAP SuccessFactors, ServiceNow or any HCM platforms.
- Exposure to ServiceNow (HRSD module) Knowledge Management and HR Tiered Support models is a plus.
- Certification in leadership or team management is an advantage.
- Track record of exceeding performance metrics such as First Contact Resolution (FCR), Average Response Time (ART), and Employee Satisfaction Scores (ESAT) and driving team success.

- Exceptional leadership and interpersonal skills.
- Analytical mindset with a focus on problem-solving and decision-making.
- High attention to detail and ability to manage multiple priorities simultaneously.
- Flexibility to work across shifts and support a global customer base.
- Passion for driving innovation and fostering a collaborative team environment.

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.

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 %27starter kit,%27 paying to apply, or purchasing equipment or training.