Manager-HRO

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 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 implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

We are inviting applications for the role of Manager, HRO

This role manages a team of Analysts & Specialists to resolve service users inquiries / requests via phone, webchat and general requests as well as complete a variety of P&O transactional activities while meeting key performance metrics including Service Level Agreements with relentless focus on both data accuracy & data integrity. Main responsibilities will be managing operational objectives, delivery of exceptional customer service, driving continuous improvement initiatives, providing Associate performance and development coaching and stakeholder management.

Responsibilities

You shall be responsible for all the activities related to record to report which include but are not exhaustive :

• .Oversee a team, responsible for delivering excellent E2E operations services.
• .Build and maintain a high performing team through effective recruitment, training, coaching, team building, performance management and resource planning. Develop the team to find the right development opportunities for every Associate to grow & thrive
• .Drive and support the team to ensure key performance metrics including Service Level Agreements (SLAs), Data Accuracy & Control Targets are met / exceeded. Monitor and analyze performance against established metrics to ensure compliance against all performance targets. Ensure optimization and standardization Operations
• .Partner with Service & Operations and the to analyze Operations' periodic performance to deliver efficient and effective P&O service delivery.
• .Own sponsorship for one of the Service for entire Global Operations Team. Provide thought leadership in this area, seek insights and alignment with global teams and across Operations regions to drive consistency and standardization
• .Ensure the confidentiality, accuracy and timely maintenance of Associates data in compliance with data privacy and other requirements.
• .Serve as escalation point to support issue resolution and identify continuous improvement and coaching opportunities. Partner with various levels within the organization to resolve complex escalated issues
• .Perform and leverage data analysis to identify trends, key learnings and continuous improvements opportunities in support of driving change across people, process and technology..

Qualifications we seek in you

Minimum qualifications

Preferred qualifications

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.

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 %27starter kit,%27 paying to apply, or purchasing equipment or training.