Manager - Customer Care

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

We are inviting applications for the role of Manager, Customer Service
In this role, you will be responsible for Drive Continuous Improvement and Develop a strategy for team to reach organization goal.
Responsibilities
Monitor team members and able to provide guidance whenever needed
Manage the flow of day-to-day operations
Build reports to update the company on the teams progress
Rapport building with the internal & external stakeholder
Deal with any issues that arise during shift promptly and professionally, seeking advice from the duty manager where necessary
Ensure that the highest possible levels of customer service are delivered at all times
Assist the Manager as and when necessary to make the business run effectively and efficiently
Communicate clear instructions to team members
Qualifications we seek in you
Minimum qualifications
Graduation in any stream except B.Tech and Technical Graduation & Law
Meaningful experience in Insurance Operations with Customer Service backend operations for Group Disability or Employee Benefit or Worker Compensation products including Contract management and New Business and Proposal Support
Relevant experience in Team Handling/ people facing role. Proven track record for managing 15 to 20 resources and keeping an engaged workforce
Insurance knowledge and ability to understand and interpret Insurance terminology
Proficient with MS Excel, MS Word, MS PowerPoint
Ability to do root-cause analysis for process gaps highlighted
Collaborative approach towards resolving the issues with stakeholders & peers/sub-process areas
Ability to crunch data, possesses data driven & fact based approach
Preferred qualifications
Good analytical and problem solving skills
Ability to communicate verbally and through emails/Phones with businesses
Proven ability to build effective working relationships with clients & internal stakeholders
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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.
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.