Service Delivery Leader - Customer Care

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 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 what’s 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 world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

The is a senior leadership role responsible for steering customer service, finance and accounting operations for European Financial Services clients. Responsible for managing clients and leading a team of professionals.

You will drive operations delivery, digitization and new transitions while collaborating with near shore delivery center in Europe and multiple European clients.

Based or willing to relocate to Jaipur, we need a versatile person, that can smoothly run Finance and Customer Service operations.

Prior experience in Finance and Customer Service areas is desired but not must. Fast learner who is able to understand both areas well and have a lead client conversations and delivery results.

  

Responsibilities

 

• Leadership & Team Management: Direct, mentor, and scale a global team of over finance and customer service personnel. 

 

• Stakeholder Engagement: Act as the primary liaison between client, operations, transitions, digital & senior leadership. Clients are spread across multiple European countries.

 

• Operational Excellence & digital transformation: Define and optimize end-to-end operations workflows. Spearhead digital transformation initiatives, integrating emerging technologies (like Agentic AI and RPA) to reduce manual processing and operational costs.

 

• Transitions: Smoothly land new transitions enabled with technology.

 

• Performance Management : Establish, monitor, and report on robust KPIs and SLAs to ensure high-quality, cost-effective service delivery.

 

• Problem solving : Balancing critical issues and customer concerns. Establishing/maintaining a customer-centric culture

 

• Risk & Compliance Management: Ensure 100% adherence to global financial services regulations, internal controls, and data privacy standards (e.g., GDPR).

 

• Cross functional teamwork : Have the ability and experience of cross-functional teamwork and partnership skills

 

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, ITIL Foundation Certificate in IT Service Management - AxelosAxelos, Project Management Professional (PMP) - Virtual Learning Academy (VLA)Virtual Learning Academy (VLA)

Required Skills

Account Maintenance, Customer Care, Customer Care Management, Loan Servicing

Language

English (Required)

Language Proficiency -

Advanced - C1

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care

Remote Type -

Office

Work Shift -

Any (India)

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    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 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.  
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.