Manager- Trust

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  and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Manager- Operations, Trust and Safety
In this role, you will be responsible for the overall Operations for a Gaming/Content Moderation process, ensuring that performance and all SLAs are optimally managed for the business. You will also collaborate closely with the client team on auditing, quality assurance, and driving continuous improvements.
We are specifically seeking candidates with prior gaming industry experience—those who have worked on gaming support projects and bring deep expertise in gaming including game testing, gaming customer care & technical support, and trust & safety operations.

Responsibilities

•    Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and challenges for the project.

•    Ensure adherence to daily SLA metrics.

•    Lead, develop, and motivate Team Leaders/Front Line Managers to deliver best-in-class service across the customer journey.

•    Anticipate and plan for new business growth; develop strategies to scale the program while identifying and implementing process improvements that maximize output and reduce cost.

•    Build and maintain strong relationships with key internal and external stakeholders to align on business objectives.

•    Review financial data and adjust operational budgets to support profitability goals.

•    Drive hiring strategy to maintain appropriate staffing levels and ensure the availability of skilled resources.

•    Monitor quality metrics, provide analysis and insights, and offer actionable recommendations to the QA team.

•    Prepare and present weekly/monthly review decks, covering executive summaries, highlights, lowlights, root cause analysis, and effective action plans to both internal leadership and the client.________________________________________

Qualifications we seek in you
Minimum Qualifications

•    Graduate in any discipline

•    Prior experience as an Operations Manager in a contact center environment, managing a span of 150+ headcount

•    Hands-on experience in Gaming processes, particularly in content moderation, customer service, technical support, or trust and safety

•    Proven customer management experience

•    Strong planning and operational process management capabilities

•    Excellent relationship-building and interpersonal skills

•    Logical thinker with strong communication and people management capabilities

•    Proficiency in Microsoft Office, especially Excel and PowerPoint

Preferred Qualifications/ Skills

•    Six Sigma Green Belt Certification

•    Experience in driving change, managing transformation projects, and implementing new business operations
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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 'starter kit,' paying to apply, or purchasing equipment or training.