Operations Manager

About the role

Genpact is seeking an Operations Manager to lead service delivery for its Customer Care division. You will shape operational strategy, drive process innovation, and ensure service excellence in a fast‑moving, technology‑focused environment.

Key responsibilities

• Define and execute the operational vision, aligning with organizational goals and client expectations.
• Oversee service‑level adherence, escalation handling, governance and continuous‑improvement initiatives.
• Build and mentor high‑performing teams through coaching, structured development programs and subject‑matter expertise.
• Serve as primary liaison for senior stakeholders, presenting performance insights, strategic plans and improvement roadmaps.
• Lead change initiatives, including technology adoption, process re‑engineering and operating‑model enhancements.

Required profile

• Proven leadership experience in managing large‑scale service delivery operations.
• Strong stakeholder management skills with the ability to communicate strategic priorities and risks.
• Demonstrated ability to drive change, implement new technologies and improve operational efficiency.
• Excellent problem‑solving capabilities for complex issue resolution.

Required skills