Assistant Manager Collections

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This range is provided by Genpact. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$60,000.00/yr - $67,000.00/yr

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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 m 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 implementdata, technology, and AI to create tomorrow, today. Get to know us at  and on Linked In, X, You Tube, and Facebook.

Inviting applications for the role of Assistant Manager, Customer Care!

In this role, The Customer Service FLMs make sure that the needs of their customers are met. FLM may be required to work at various levels, from head office to the front-end of the business and in most cases will be, finding ways to improve customer service efficiency and providing excellent customer experience, managing a team of customer service staff, handling face-to-face enquiries from customers .

The successful candidate will have a commitment to achieving excellence in service delivery management, and therefore a strong record of focus, a passion for employee development, and a keen interest in process improvement are key requirements for this role.

Responsibilities

• In charge of managing a team of customer service experts who are responsible for providing first-in-class customer experience while servicing each interaction
• Assists agents with all customer inquiries regarding products, services, policies and procedures, customer issues, and escalated situations within stated authority.
• Maintains/reviews productivity reports and provides additional training/coaching to customer service agents, to ensure performance metrics are met and assist management with concerns.
• Provide leadership and administrative support to their team and manage them to achieve and constantly improve service levels based on forecast and capacity, meeting / achieving targets, achieve process improvement and focus on the people development of their team.
• Identifies trends in team performance and recommends/ implements changes to constantly raise the Performance levels in the team.
• Conduct periodic 1-0-1 and Appraisals, do regular career counseling, train, and mentor resources.
• Share ideas with Management that positively influence the vision for the client by using their exposure to team’s technical or business areas, their understanding of industry trends and fraud issues impacting the banking industry.
• Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process.
• Implement best-in-class processes and practices for maintaining and exceeding productivity and service level agreements.
• Ability to provide constructive feedback to his/her team members to ensure adherence to compliance and regulatory framework and help them improve their performance.
• Drive retentions through HR practices and people functions
• Meet all people management metrics:
  Responsible for Attrition, Time Management and other deliverables as required

Qualific…