Senior Manager

Service Delivery Manager - Customer Care - Blended

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.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Inviting applications for the role of Senior Manager - Lean Digital Transformation. This role is to provide Process Excellence & Transformation support to Genpact businesses based in Philippines which support respective global clients. This position will provide mentoring/coaching support to operations on transformation lean six sigma projects lead strategic black belt level projects design and project manage digital / analytics transformation projects and drive business impact value for our clients and stakeholders. Responsibilities: - Ops risk identification and mitigation Targeted focus on process management within control limits - Revitalize LSS culture by embedding LSS skills in Operations drive client engagement Works with Ops leads Vertical Leads and customers to design implement and drive - Value Generating [VG] roadmaps and/or Transformation Roadmaps (Digital and - Analytics Included) - Works with Consulting Solutions Transition Training Ops and Practice to understand and deliver contractual commitments deal books and customer priorities - Providing Team Leadership in the application of Lean & Six Sigma tools and Process Excellence methodology - Working closely with Operation and Functional Teams to identify process bottlenecks conduct root cause analysis and implement process improvements & digital solutions across the business or organization - Initiating and leading projects that improve end-to-end processes - Setting validating and auditing measurement systems to deliver business impact - Building Process Excellence and Digital culture in the team; - Driving productivity and process improvement projects aligned with business initiatives - Supporting Transition teams in volume analysis metric base lining and target setting for new processes - Driving Standardization and Global Best Practices within the organization - Interact with Clients to understand Key business Priorities and Opportunity identification. - Needs Excellent Client Communication Skills - Build detailed communication plans and work with significant communication and design teams to deliver impactful creative output and ensure timely adherence to those plans - Conceptualizing and completing Black Belt [BB] projects aimed at driving End-to-End business impact to processes - Fulfilling the requirements and Achieve BB Certification within 18-24 months

Qualifications

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

Certifications

CCP – Certified Credit Professional - Credit Institute of CanadaCredit Institute of Canada, Qualified Financial Advisor (QFA) - EduPristineEduPristine

Required Skills

Banking Capital Markets, Banking Operations, Core Banking, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Relationship Management (CRM), Customer Service, Data Analytics, Fraud Analytics, Network Management, Regulatory Affair Management, Risk Management

Language

English

Language Proficiency -

Intermediate - B1

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Blended

Remote Type -

Office

Work Shift -

Rotating (Philippines)

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.