Genpact

Service Delivery Manager - Customer Care - Non - Voice 4C

Job · Full-timeIn OfficeJaipur5-6 years1 opening

About this role

Genpact is hiring for Service Delivery Manager - Customer Care - Non - Voice 4C in Jaipur. This opening was published by Genpact on their official careers board (Workday) on 3 September 2026 and was confirmed live on 14 September 2026. Job details • Company: Genpact • Role: Service Delivery…

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Skills you'll use

CommunicationCRMCustomer ServiceSix Sigma

What you'll do

Responsibilities :
Lead non-voice customer care operations, ensuring consistent service delivery across email, chat, and digital support channels.
Manage team structure and capacity planning, aligning resources with business volumes and operational targets.
Drive operational excellence through SLA/KPI tracking, workflow optimization, and implementation of digital tools.
Build and maintain strong client relationships through regular governance meetings, performance reviews, and proactive issue resolution.
Oversee quality assurance across non-voice interactions, ensuring compliance with customer experience standards and regulatory guidelines.
Facilitate training and development programs to enhance team capabilities and support career progression.
Collaborate with cross-functional teams to identify automation opportunities and reduce manual interventions in non-voice workflows.

Who can apply

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
Certified Management Accountant (CMA) - The Institute of Cost Accountans of India (ICMAI)The Institute of Cost Accountans of India (ICMAI), Certified Public Accountant (CPA) - Perfekt SzolnokPerfekt Szolnok, Six Sigma Black Belt Certification - BeingcertBeingcert
Banking Capital Markets, Banking Operations, Core Banking, Customer Analytics, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Relationship Management (CRM), Customer Service, Data Analytics, Fraud Analytics, Network Management, Regulatory Affair Management, Risk Management, Target Operating Model
English (Required), English (Required)
Language Proficiency -
Additional Job Location -

Perks & benefits

Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matterMake an impact – Help global enterprises solve business challenges that matterAccelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay aheadWork with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every dayThrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome 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.

About Genpact

Service Delivery Manager - Customer Care - Non - 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…

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