Front Line Manager- Payroll (International Voice Support)

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At Genpact, we dont just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and were at the forefront of it. Genpacts 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 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 Payroll (International Voice Support)

*Work location: Gurugram (work from office)

Leads a team of frontline agents supporting Payroll customers across (Online & Desktop). Ensures accurate and timely payroll processing, issue resolution, and compliance, while driving customer trust in time-sensitive and business-critical payroll scenarios.

Responsibilities:

Team Leadership & Development

• Lead, coach, and manage a team handling payroll-related customer interactions.
• Conduct regular performance reviews, coaching sessions, and call calibrations.
• Drive a culture of accountability, ownership, and continuous improvement.
• Support onboarding, payroll training, and certification programs.

Customer Experience & Escalations

• Act as the escalation point for complex payroll issues (pay runs, tax calculations, direct deposits, corrections).
• Ensure timely resolution of critical, time-bound payroll issues impacting employee payments.
• Drive clear, empathetic, and compliant communication in sensitive financial scenarios.
• Improve first contact resolution and reduce repeat contacts.

Operational Excellence

• Manage daily operations including queue management, staffing, and adherence.
• Ensure SLA compliance and workflow efficiency across payroll support.
• Monitor trends, identify defects, and implement corrective actions.
• Ensure adherence to payroll compliance, risk controls, and regulatory requirements.

Performance Management

• Own team performance across all customer service, quality, and productivity metrics.
• Conduct root cause analysis and implement improvement plans.
• Balance efficiency with accuracy and customer experience.

Customer Value Enablement

• Enable agents to educate customers on payroll workflows and best practices.
• Drive adoption of payroll features and services within the ecosystem.
• Support value-based and compliant selling where applicable.

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
• Payroll 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 handling exposure
• Strong experience in performance management and escalation handling
• Excellent communication and coaching skills

Preferred

• Experience in Payroll / US Payroll processes
• Knowledge of payroll systems (ADP, Gusto, Paychex, QuickBooks Payroll)
• Exposure to compliance-driven financial environments

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