Description

Responsibilities: Lead a team of agents in delivering consistent and effective collections support across customer care operations. Monitor daily performance, ensure timely resolution of customer queries, and drive adherence to collections protocols. Support customer experience goals by identifying service gaps and implementing process improvements. Collaborate with internal teams and clients to align operational activities with business and compliance requirements. Conduct regular team huddles, coaching sessions, and performance reviews to build engagement and drive results. Coordinate with training and quality teams to ensure agents are equipped with the necessary skills and product knowledge. Track service metrics and KPIs, identify performance trends, and support corrective actions.

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Certified Treasury Skilled (CTP) - Instituto Nacional de Aprendizaje Instituto Nacional de Aprendizaje

Required Skills

Banking Capital Markets, Business Process Management (BPM), Customer Care, Customer Experience (CX), Customer Relationship Management (CRM), Data Analytics, Data Literacy, Data Visualization, Experience Design (Including Customer/User Experience), Fraud Detection, Insight Generation, Internet Businesses, Software Industry, Trust and Safety, User Experience (UX)

Language

English (Required)

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Collections

Remote Type -

Hybrid





Work Shift -

Evening 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-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 140,000+ coders, 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.

📌 Front Line Manager - Customer Care - Collections 4B (India)
🏢 Genpact
📍 India