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 we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re 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 workplace, love solving real-world problems, and want to be part of a team that’s 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. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

AI Gigafactory | Intelligent Agentic Systems at Scale | Genpact

Genpact’s AI Gigafactory enables clients to develop, deploy, and scale innovative AI systems, leveraging advanced technology and deep industry expertise.

Responsibilities:

Strategic Leadership

- Develop and implement strategy to lift HR Helpdesk and Customer Interaction Centre performance across the employee lifecycle – onboarding, performance, payroll, benefits, employee relations, and offboarding.
- Align team objectives with organizational goals for efficient service delivery and customer satisfaction, and drive process improvement and innovation.

Operational Oversight & Case Governance

- Manage operational delivery across employee-lifecycle queries, driving governance on ticket management, SLA performance, First Contact Resolution (FCR), and resolution turnaround time.
- Ensure end-to-end ownership of employee queries through Tier 2 coordination and final closure, and act as the escalation point for complex, cross-functional issues.
- Manage multi-regional contact-centre operations to SLAs, compliance standards, and customer-satisfaction targets, monitoring team performance for consistent quality across all touchpoints.
- Manage operational dashboards and present HR Helpdesk metrics to leadership with trends and action plans.

Service Delivery & Employee Experience

- Oversee the quality of expert payroll, benefits, and HR-systems advice to team members and line managers,



keeping it accurate and current with internal policy and external legislation.
- Maintain and improve Tier 0 self-service content, and ensure accurate use of HRIS, call, and case-management tools with strong data integrity.
- Champion a people-centric approach – building trust, setting clear expectations, and leading by example with empathy, accountability, and clarity.

Team Development & Engagement

- Lead, mentor, and inspire a team of Senior Analysts and Team Leaders, building a culture of ownership, accountability, and continuous learning.
- Build team capability in policy interpretation, pay and leave reconciliation, and managing performance-related matters, and coach team leads to handle senior-level queries and support development conversations with people leaders.
- Conduct regular performance reviews and provide constructive feedback.

Stakeholder Partnership & Change Enablement
- Build strong relationships with Tier 2 teams, HR Centre of Excellence, and business HR for smooth handoffs, calibrations, and mutual improvement, and act as the primary contact for internal and external stakeholders.
- Be the conduit for rolling out policy, process, and system changes from Tier 2 to Helpdesk staff, enabling readiness through training, coaching, and clear communication.
- Represent the Customer Interaction Centre in client meetings and strategic discussions, sharing insights, trends, and recommendations.

Analytics, Process Excellence & Compliance

- Analyze operational data to spot trends, address gaps, and develop actionable insight, using analytics to drive decisions and resource optimization.
- Champion process-improvement initiatives to boost efficiency, reduce cost, and improve customer experience, and proactively identify continuous-improvement opportunities.
- Ensure compliance with organizational policy, industry regulation, and data-privacy standards, and implement and monitor quality-assurance frameworks.

Qualifications – Minimum Requirements

- Bachelor's degree or equivalent education.
- 6–8 years in HR service delivery, contact- center operations, or shared services, with at least 3 years leading HR Helpdesk or contact-center operations.
- Proficiency in case-management tools (Salesforce) and HCM platforms such as SuccessFactors.




- Strong problem-solving to identify applicable policies and processes and communicate them clearly in varied scenarios.
- Robust track record of operational governance, people leadership, and client management, delivering results in a dynamic environment.

Preferred Qualifications

- MBA or advanced certification in leadership or operational management.
- Extensive shared-services or HR contact-centre experience handling Australia and New Zealand employee bases.
- Familiarity with digital HR operations, knowledge-management platforms, and HR process reengineering.
- Expertise in stakeholder management, cross-functional collaboration, and strategic planning, with experience implementing digital tools and automation.
- Proven ability to manage multiple priorities and deliver under tight deadlines.

Key Skills & Attributes

- Strategic thinking and problem-solving.
- Exceptional leadership and team management.
- Excellent communication and interpersonal skills.
- Strong analytical, data-driven mindset.
- Comfort with ambiguity, complex stakeholder networks, and multiple time zones.

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 Chance 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.

📌 Senior Manager – People Advisory(Customer Interaction / HR Helpdesk) (Noida)
🏢 Genpact
📍 Noida