Service Delivery Manager - Customer Care - Voice 4C

Job description

Service Delivery 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** Service Delivery Manager – Operations (Payroll Support – International Voice) **Overview:** Leads end-to-end operations for Payroll customer support within the client ecosystem. Manages frontline managers (Team Leaders) and drives performance across customer experience, compliance, and operational efficiency. Ensures accurate, timely, and compliant payroll support delivery for business-critical and time-sensitive customer scenarios. **Responsibilities:** **Operations Leadership & Delivery** - Own end-to-end delivery of Payroll customer support operations across voice channels. - Manage a span of Team Leaders / Front Line Managers and indirectly oversee frontline agents. - Ensure seamless execution of payroll workflows including setup, pay runs, corrections, and post-payroll activities - Drive consistency in service delivery, process adherence, and customer experience. **People Leadership & Capability Building** - Lead, mentor, and develop Team Leaders to drive high-performing teams. - Build leadership bench strength and succession pipelines. - Drive employee engagement, retention, and capability development across levels. - Oversee coaching frameworks, calibrations, and performance governance. **Customer Experience & Escalation Governance** - Own overall customer experience outcomes and VOC (Voice of Customer). - Govern critical escalations involving payroll accuracy, missed payments, tax implications, and compliance risks. - Ensure consistent, empathetic, and compliant communication across all interactions. - Drive reduction in repeat contacts and escalations through systemic improvements. **Operational Excellence & Compliance** - Ensure adherence to SLAs, service delivery standards, and operational metrics. - Drive strong governance on payroll compliance, financial controls, and risk mitigation. - Analyze trends, identify root causes, and implement process improvements. - Partner with cross-functional stakeholders (Product, Risk, Compliance) to resolve systemic issues. **Performance Management & Continuous Improvement** - Own performance management across all customer, operational, and people metrics. - Drive data-led decision making and continuous improvement initiatives. - Ensure optimal resource utilization, workforce planning, and productivity. **Key Performance Indicators (KPIs) – Customer Care Operations** **Customer Experience** - Customer Satisfaction (CSAT) - Net Promoter Score (NPS) - Customer Effort Score (CES) **Resolution & Effectiveness** - First Contact Resolution (FCR) - Repeat Contact Rate - Escalation Rate **Quality & Compliance** - Quality Assurance (QA) Score - Payroll Compliance Adherence - Error / Defect Rate **Operational Metrics** - Service Level / Response Time - Average Handle Time (AHT) - Schedule Adherence - Attendance **Productivity & Efficiency** - Contacts per Hour - After Call Work (ACW) - Utilization / Occupancy **Workforce & People Metrics** - Attrition (Voluntary & Involuntary) - Shrinkage (Planned & Unplanned) - Employee Engagement (eNPS / Satisfaction) - Leadership Effectiveness / Coaching Impact **Business Metrics (if applicable)** - Conversion Rate / Attach Rate - Revenue Contribution - Customer Retention **All KPIs measured as per Targets defined by client** **Qualifications:** **Required** - Relevant years of experience in customer support operations (international voice) - Relevant years in operations leadership managing Team Leaders / Managers - Strong expertise in contact center operations, performance management, and escalation handling - Excellent leadership, stakeholder management, and communication skills **Preferred** - Experience in Payroll, Accounting, or Financial Services support - Understanding of US payroll processes, compliance, and financial workflows - Experience in SaaS or Fintech environments **Success Measures** - Consistent operational performance across all KPIs - High payroll accuracy and compliance adherence - Reduced escalations in critical payroll scenarios - Strong leadership pipeline and engaged workforce **Qualifications** Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing **Certifications** ITIL Foundation - AxelosAxelos, PMP - UdemyUdemy **Required Skills** Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Data Analytics, End to End Management, Fraud Detection, Fraud Disputes **Language** English (Required), English (Required) **Language Proficiency -** Upper Intermediate - B2 **Additional Job Location -**