Front Line Manager- Payments (International Voice Support)

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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 whats 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 worlds leading enterprises.Get to know and on LinkedIn, YouTube, X, and Facebook.

We are inviting applications for the role of Front Line Manager Payments (International Voice Support)

*Work location: Gurugram (work from office)

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

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

Why join Genpact?

• Be a transformation leader Work at the cutting edge of AI, automation, and digital innovation
• Make an impact Drive change for global enterprises and solve business challenges that matter
• Accelerate your career Get hands-on experience, mentorship, and continuous learning opportunities
• 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 tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. Lets 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