Front Line Manager - Customer Care - Voice 4A

Front Line Manager - Customer Care - Voice

Ready to turn bold ideas into real-world impact?

At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s 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 what’s 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.

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Job Description

SMB Front Line Manager – Payment Operations "Money"

Job Description

Front Line Manager – Payments (International Voice Support)

Overview

Leads a team of frontline agents supporting Payments and money movement workflows within client ecosystem. Responsible for ensuring seamless inflow and outflow of funds, resolving transaction-related issues, and driving customer confidence in high-value financial interactions.

Responsibilities

Team Leadership & Development

Lead and manage a team supporting payments, banking, and transaction-related queries.

Drive structured coaching, performance reviews, and continuous skill development.

Build a high-performance culture focused on customer trust and operational excellence.

Support onboarding and upskilling in payments workflows and financial systems.

Customer Experience & Escalations

Handle escalations related to failed payments, funding delays, chargebacks, disputes, and reconciliation issues.

Ensure timely resolution of high-risk and high-value money movement issues.

Drive strong communication and expectation setting with customers.

Improve FCR and reduce repeat contacts through root cause analysis.

Operational Excellence

Manage day-to-day contact center operations including queue and workforce management.

Ensure SLA adherence and smooth transaction support workflows.

Identify trends in payment failures, disputes, or delays and drive corrective actions.

Ensure adherence to financial compliance, risk, and regulatory policies.

Performance Management

Monitor and drive team performance across customer, operational, and productivity KPIs.

Analyze contact drivers and implement process improvements.

Maintain balance between efficiency, quality, and compliance.

Business & Customer Value Enablement

Enable agents to guide customers through payments workflows (inflows, outflows, reconciliation).

Drive adoption of payment solutions and value-added services.

Ensure ethical and compliant customer engagement and selling practices.

Key Performance Indicators (KPIs) – Customer Care

Customer Experience

CSAT, NPS, Customer Effort Score

Resolution Metrics

First Contact Resolution (FCR)

Repeat Contacts

Escalation Rate

Quality & Compliance

QA Score

Payments Compliance Adherence

Error / Defect Rate

Operational Metrics

Average Handle Time (AHT)

Service Level

Schedule Adherence

Attendance

Productivity Metrics

Contacts per Hour

After Call Work (ACW)

Utilization

People Metrics

Attrition

Shrinkage

Employee Engagement

Coaching Effectiveness

Sales Metrics (if applicable)

Conversion Rate

Revenue / Attach Rate

All KPIs measured as per Targets defined by client

Qualifications

Required

Relevant years of international voice support experience with team leadership exposure

Strong background in contact center operations and escalation management

Excellent communication and stakeholder management skills

Preferred

Experience in Payments, Banking, Fintech, or Money Movement support

Understanding of transactions, disputes, settlements, and reconciliation workflows

Experience in compliance-heavy financial environments

Success Measures

Consistent KPI delivery across customer and operational metrics

High customer confidence in money movement processes

Reduced payment-related escalations

Strong, engaged, and high-performing team

Qualifications

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

Certifications

Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow

Required Skills

Contact Center Analytics, Customer Analytics, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Onboarding, Customer Service, Customer Service Analytics, Data Analytics, Generative AI

Language

English

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Voice

Remote Type -

Office

Work Shift -

Night 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 140,00