Process Associate

Ready to build the future with AI?_
- At Genpact, we don’t just keep up with technology—we set the pace. 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, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment._
- Responsibilities_
- _Team Leadership:_
- o Lead and manage a team of service desk analysts, ensuring high performance, accountability, and quality of work._
- o Provide coaching, mentoring, and professional development to team members._
- o Ensure the team is adequately trained on technical skills, service desk processes, and customer service standards._
- o Conduct regular performance evaluations and provide feedback to team members._
- _Incident & Request Management:_
- o Oversee the incident and request management process, ensuring that issues are prioritized and resolved within agreed service level agreements (SLAs)._
- o Manage escalated incidents and service requests that require higher-level intervention, coordinating with other technical teams as necessary._
- o Monitor ticket queues and ensure tickets are handled and resolved within specified timeframes._
- _SLA & Performance Monitoring:_
- o Ensure that the team meets or exceeds established SLAs and key performance indicators (KPIs)._
- o Track team performance metrics (e.g., ticket resolution time, first-call resolution, customer satisfaction) and provide reports to the Service Desk Manager._
- o Implement and enforce standard operating procedures (SOPs) to improve efficiency and quality._
- _Operational Efficiency:_
- o Identify areas of improvement within the team’s workflows and suggest improvements or process optimizations._
- o Handle escalations effectively, ensuring timely resolution of issues to meet business needs._
- o Ensure adherence to ITIL best practices for incident, problem, change, and service request management._
- _Customer Focus:_
- o Provide excellent customer service, ensuring users have a positive experience when interacting with the service desk team._
- o Ensure clear, professional, and timely communication with end-users regarding issue resolution and status updates._
- o Conduct follow-ups with users to ensure issue resolution satisfaction and gather feedback for continuous improvement._
- _Reporting & Documentation:_
- o Maintain accurate records of incidents, service requests, and actions taken within the ticketing system._
- o Prepare and deliver reports on essential metrics like Productivity, FCR, Re-assignment score, Call abandon rate, Response & Resolution SLA and Team performance._
- o Ensure knowledge base articles are up-to-date and relevant, assisting the team in resolving issues efficiently._
- _Collaboration & Stakeholder Management:_
- o Act as a liaison between the service desk and other IT teams (e.g., Network, Infrastructure, Development) to resolve complex issues._
- o Engage with key stakeholders to understand business requirements and ensure alignment between IT services and business needs._
- Qualifications_
- Minimum qualifications_
- College diploma or university degree in the field of computer science._
- _Relevant work experience in Knowledge Management and Team Management._
- Preferred qualifications_
- Strong communicator - English in spoken and written form._
- Why join Genpact?_
- _Lead AI-first transformation - Build and scale AI solutions that redefine industries_
- _Make an impact - Drive change for global enterprises and solve business challenges that matter_
- _Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills_
- _Grow with the best - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace_
- _Committed to ethical AI - Work in an environment where governance, transparency, and security are at the core of everything we build_
- _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 140,000+ coders, 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