Ready to turn bold ideas into real-world impact?

At Genpact, we dont just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and were at the forefront of it. Genpacts 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 whats 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.

We are inviting applications for the role of Specialist - Customer Care - Voice - Payroll

*Work location: Gurugram (work from office)

Responsibilities:

Train and enable teams on end-to-end US payroll workflows, including employee setup (W2/1099), payroll runs (regular/off-cycle), tax calculations, filings (941, 940, W-2, 1099), deductions, benefits, and garnishments.

- Guide teams on how payroll connects with payments, bank funding (ACH/direct deposit), accounting (GL posting, reconciliation), and reporting within the Accounting application ecosystem.
- Develop and deliver scenario-based training on real SMB payroll challenges such as missed payrolls, cash flow constraints, compliance risks, and employee impact.
- Enable structured troubleshooting for payroll and money movement issues such as failed direct deposits, ACH returns, funding delays, tax miscalculations, filing errors, and reconciliation mismatches.
- Build capability in root-cause analysis and investigative thinking, moving beyond scripted responses to real problem-solving.
- Coach teams to own customer issues end-to-end, including documenting hypotheses, actions taken,



and impact when escalation is required.
- Train on transparent, compliant, and confident communication, especially when handling sensitive payroll situations (delays, penalties, compliance failures), ensuring expectations are set and explained effectively.
- Build deep understanding of US SMB customer contexts, including business size, cash flow cycles, payroll urgency, and regulatory risks.
- Enable consultative selling and upsell behaviors, training teams to identify payroll needs, recommend appropriate Accounting application Payroll tiers, and attach ecosystem products (payments, accounting, lending).
- Embed sales methodologies (SPIN, Challenger, Solution selling) into payroll conversations to drive value-based recommendations.
- Ensure adherence to IRS regulations, state payroll compliance, and internal risk/control policies, and train teams on navigating regulated financial scenarios.
- Continuously assess skill gaps and design targeted interventions to improve payroll accuracy, issue resolution, and customer confidence.
- Stay current with product updates, payroll regulation changes, and fintech ecosystem shifts, and translate them into actionable training content.

Qualifications for Street to Seat:

- Payroll Domain Expertise:
- Relevant years of hands-on experience in US payroll processing (mandatory)
- Strong knowledge of payroll taxes, compliance, filings (941, 940, W-2, 1099), and error handling

- Accounting application & Fintech Experience:
- Relevant years experience with accounting application Payroll (Core/Premium/Elite) or similar platforms
- Experience with payment platforms, ACH systems, or fintech ecosystems

- Financial & Accounting Knowledge:
- Strong understanding of US banking, ACH flows, and payroll funding mechanisms (required)
- Working knowledge of accounting concepts (GL, reconciliation, reporting preferred)

- Troubleshooting Expertise:
- Hands-on experience resolving payroll and payment issues (failed deposits, tax errors,



funding delays, reconciliation gaps)
- Customer-Facing Experience:
- Experience supporting or consulting US SMB customers, understanding real business payroll challenges
- Sales Experience:
- Relevant years of experience in consultative selling or upselling SMB solutions
- Experience in high-volume or transactional environments
- Training/Coaching Capability:
- Ability to translate domain expertise into structured learning, simulations, and scenario-based training
- Communication:
- Strong ability to explain complex payroll, compliance, and financial concepts in simple terms
- Preferred:
- Certified Payroll Professional (CPP) or equivalent
- Prior experience in training, coaching, or enablement roles
- Exposure to fintech platforms like Square, or banking systems

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. Lets 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

📌 Payroll Trainer Specialist - Gurgaon (Noida)
🏢 Genpact
📍 Noida