Assistant Vice President - Operations Leader

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.

Inviting applications for the role of Assistant Vice President - Operations Leader
In this role, you will be responsible to engage operations and support functions for ensuring success of the program and would be accountable for handling clients and internal stakeholders and partnering with them to successfully run outsourced program.

Responsibilities
• With previous experience in the Customer Service space with and with confirmed tenure in senior management role in BPO industry and should be a subject matter expert on various aspects of operations.
• Experience in directly leading and running an Operations team and be directly accountable for outcome metrics in accordance to the agreed SLA by the clients
• Understanding of Performance measurements and ability to manage day to day performance such as Productivity, Quality, Efficiency, Shrinkage among others.
• Identifying and leading continuous improvement projects through Lean & Six Sigma Tools for achieving better business outcome
• Outstanding customer relationship skills
• Holding and representing the Program independently in Customer Reviews and visit
• Balancing critical issues and customer concerns
• Establishing/maintaining a customer-centric culture with outstanding customer relationship skills
• Have the ability and experience of cross functional teamwork and partnership skills

Qualifications we seek in you!
Minimum Qualification
• Prior Experience in banking domain / industry
• Ability to handle big teams & create a culture of driving excellence (across geographies)
• Good Communication skills
• Critical and analytical decision-making skills
• Expected to take initiative to refine procedures, notify senior management of potential issues, use tact, be discreet and diplomatic in servicing the client
• Experience demonstrating Digital and Analytics to drive the service line

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.
Let’s build tomorrow together.