Manager
- Muntinlupa City, Metro Manila
- Permanent
- Full-time
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 environment, 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.We are inviting applications for the role of Manager, Customer Care!You'll be required to balance a big team of approx. 100+ members. It’s a banking operation. A person needs to handle new and existing opportunities; daily operation calls with senior leadership and with customers as well. Need to be a strategic leader for upskilling and mentoring team managers accordingly. Looking after internal partners and customers as well. A job requires a high comprehension level & ability to make decision following the banking policies. Ready to take challenges on certain things on getting the task done, also will be responsible for setting up new operations, delivering SLAs, getting the attrition in control and people metrics in place.ResponsibilitiesHandle client operations with ease via exhibiting knowledge on mortgage services, personal banking and commercial lending as a subject matter authorityBalance the day-to-day operations and partner with transition, transformation for setting new operationsEngage in new client pilots, solution and review processes for new opportunities.Lead and empower staff to deliver customer service perfectionUse quality supervising data management system to compile and track performance at team and level.Responsible for getting team's people metrics in control and responsible for attrition.Agile in taking initiative and accountability for consistently achieving goals and delivering on expectations with an ease of adaptability to a dynamic work environmentPrepares and analyzes internal and external quality reports for management staff reviewParticipates in discussions cross-functional teams on process standardization, process improvements, system validation, customization, and integration of new tools and technologiesResponsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standardsQualifications we seek in you!Minimum qualificationsGraduate (any stream), preferably CommerceProven experience in the banking sector and handling big teams with excellent partner and customer management.Preferred QualificationsExcellent data analytics skills and knowledge of Banking DomainGood understanding of different types of Lending operationsGood project management, documentation and process orientation skillsCan generate interest and understanding of sophisticated areas through persuasive communication;Good interpersonal and teamwork skills to work efficiently with different internal and external teamsGood customer and partner management. Build excellent relations with customers. Must demonstrate and cultivate customer focus, collaboration, accountability, initiative and innovationHigh on personal integrityProficiency with office tools like MS Word, MS excel & power point.Must be able to demonstrate high level of self-motivation, energy and flexibilityResponsibility of people metrics delivery and Operations SLAs.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
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.