Front Line Manager - Customer Care, Voice

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 140,000+ 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.