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 were leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how were 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 thats 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.

Inviting applications for Customer service- Consumer Banking role

**Work location: Pune

Roles and Responsibilities

Lead the day-to-day operations of a team of associates performing application processing, account maintenance, correspondence management, document imaging, copy requests, returned mail processing, credit bureau updates, card administration, accounting and settlement activities, and other back-office operational functions.

- Monitor productivity, quality, accuracy, turnaround times, and service levels to ensure operational objectives are consistently achieved.
- Conduct regular coaching, performance reviews, and development discussions to enhance individual and team performance.




- Support hiring, onboarding, training, and skill development initiatives for team members.
- Review operational workflows, identify bottlenecks, and implement process improvements to enhance efficiency, quality, and customer outcomes.
- Manage escalations, exception cases, processing discrepancies, and operational issues requiring supervisory intervention.
- Ensure adherence to established procedures, compliance requirements, operational controls, and regulatory guidelines.
- Perform root cause analysis on quality defects, processing errors, settlement exceptions, documentation issues, and service delivery challenges.
- Partner with Quality, Training, Workforce Management, Technology, and Support teams to address performance gaps and improve operational outcomes.
- Drive employee engagement, recognition, succession planning, and retention initiatives within the team.
- Monitor workload distribution, queue management, and capacity utilization to ensure optimal resource allocation and timely completion of work.
- Prepare and present performance reports, operational updates, trend analysis, and action plans to leadership.
- Support implementation of new processes, workflow enhancements, technologies, automation initiatives, and business transformation programs.
- Promote a culture of accountability, accuracy,



continuous learning, operational excellence, and continuous improvement.

Qualifications we seek in you!

- Any graduate is eligible

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 setting 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.

📌 Consumer Banking - Pune (Nagpur)
🏢 Genpact
📍 Nagpur