Front Line Manager - Customer Care - Voice 4B

Job description

Front Line Manager - Customer Care - Voice **Ready to turn bold ideas into real-world impact?** At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or 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. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook. **Job Description** SMB Front Line Manager – Payment Operations **Front Line Manager – Payments (International Voice Support)** **Overview:** Leads a team of frontline agents supporting Payments and money movement workflows within client ecosystem. Responsible for ensuring seamless inflow and outflow of funds, resolving transaction-related issues, and driving customer confidence in high-value financial interactions. **Responsibilities:** **Team Leadership & Development** - Lead and manage a team supporting payments, banking, and transaction-related queries. - Drive structured coaching, performance reviews, and continuous skill development. - Build a high-performance culture focused on customer trust and operational excellence. - Support onboarding and upskilling in payments workflows and financial systems. **Customer Experience & Escalations** - Handle escalations related to failed payments, funding delays, chargebacks, disputes, and reconciliation issues. - Ensure timely resolution of high-risk and high-value money movement issues. - Drive strong communication and expectation setting with customers. - Improve FCR and reduce repeat contacts through root cause analysis. **Operational Excellence** - Manage day-to-day contact center operations including queue and workforce management. - Ensure SLA adherence and smooth transaction support workflows. - Identify trends in payment failures, disputes, or delays and drive corrective actions. - Ensure adherence to financial compliance, risk, and regulatory policies. **Performance Management** - Monitor and drive team performance across customer, operational, and productivity KPIs. - Analyze contact drivers and implement process improvements. - Maintain balance between efficiency, quality, and compliance. **Business & Customer Value Enablement** - Enable agents to guide customers through payments workflows (inflows, outflows, reconciliation). - Drive adoption of payment solutions and value-added services. - Ensure ethical and compliant customer engagement and selling practices. **Key Performance Indicators (KPIs) – Customer Care** **Customer Experience** - CSAT, NPS, Customer Effort Score **Resolution Metrics** - First Contact Resolution (FCR) - Repeat Contacts - Escalation Rate **Quality & Compliance** - QA Score - Payments Compliance Adherence - Error / Defect Rate **Operational Metrics** - Average Handle Time (AHT) - Service Level - Schedule Adherence - Attendance **Productivity Metrics** - Contacts per Hour - After Call Work (ACW) - Utilization **People Metrics** - Attrition - Shrinkage - Employee Engagement - Coaching Effectiveness **Sales Metrics (if applicable)** - Conversion Rate - Revenue / Attach Rate **All KPIs measured as per Targets defined by client** **Qualifications:** **Required** - Relevant years of international voice support experience with team leadership exposure - Strong background in contact center operations and escalation management - Excellent communication and stakeholder management skills **Preferred** - Experience in Payments, Banking, Fintech, or Money Movement support - Understanding of transactions, disputes, settlements, and reconciliation workflows - Experience in compliance-heavy financial environments **Success Measures** - Consistent KPI delivery across customer and operational metrics - High customer confidence in money movement processes - Reduced payment-related escalations - Strong, engaged, and high-performing team **Qualifications** Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing **Certifications** Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow **Required Skills** Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service, Data Analytics, Financial Analysis Reporting, Fraud Detection, Fraud Disputes, Sales **Language** English (Required), English (Required) **Language Proficiency -** Upper Intermediate - B2 **Additional Job Location -** **Job Type** Regular **Master Skill List -** Customer Care - Voice **Remote Type -** Office **Work Shift -** Night Job (India) **Why join Genpact?** - **Lead AI-powered transformation** – Drive innovation and solve real-world business challenges that matter - **Make an impact** – Help global enterprises solve business challenges that matter - **Accelerate your career** – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead - **Work with the best** – Join 140,000+ bold thinkers and problem