Manager - Customer Enablement / Experience : Customer Relations

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 at scale. From 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 anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep 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 teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook.

Inviting applications for the role of Customer Relations Manager / Senior Manager

This role involves managing large engagements and establishing deep and trusting relationships with clients who we serve. You will leverage your existing expertise in sales and commercial processes and grow your knowledge base to consult our clients as a subject matter expert in all processes including value chain analytics, lead generation, deal desk, pricing management, trade promotion optimization, contract management, order management, order fulfillment, and deductions and dispute processing. You will learn our end-to-end service offerings, including advisory, digital, analytics, and outsourcing, to advise our clients what transformation opportunities exist to meet their desired outcomes

Responsibilities

• Leading operations and spearheading processes for excelling business targets for the Business Unit
• Proactively resolve people issues and ensure that attrition is well below the defined target
• Meet all people management metrics : Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Productivity per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards, other deliverables as required
• Driving Continuous Improvement Initiatives
• Develop and implement measurement systems and provide insightful analytics around the metrics.
• Communicate with the customer on a regular basis to discuss operational issues, raise issues proactively & build relationship, understand customer issues proactively, fix to get the delight factor
• Set goals for the team and communicate goals on a regular basis
• Assist sales team with solutioning, proposals, and deal pitches
• Manage cross-functional teams to deliver engagements with world-class quality
• Provide insights on client’s business and financial performance and drive business strategies within operating teams to add value to the client
• Deliver projects on time, with great quality, and with close communication internally and externally
• Interact with client to assess and provide feedback to every team member about their daily deliverable accuracy, quality of work and any future value addition projects
• People Management – be a peoples manager involving in hiring, structured learning path, operations mentor for the team
• Lead multiple internal and external stakeholders
• Support the metrics reporting for the relevant process
• Support and coordinate the team on daily processing / operations, workload allocation
• Oversee process KPI’s and metrics, provide deep analysis with understanding of root
• causes

Qualifications we seek in you!

Minimum Qualifications / Skills

oOrder Management

oQuote to cash process and sales administration

oCoordination with Logistics / Supply chain teams

oPre-Sales & Post-Sales Support

Preferred Qualifications / Skills

Why join Genpact?

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters : Up.

Let’s build tomorrow together.