Service Delivery Leader - Customer Care - Collections 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 - Inviting applications for the role of Customer Support_Service Delivery Lead

Responsibilities

Lead a team of high performing customer service voice agents Manage and support initiatives aimed at streamlining operations and improving customer experience metrics. Achieve SLAs, productivity and quality metrics for your line of business/team members. Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills. Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes. Utilize an in-depth understanding of metrics to drive data-backed business decisions. Continuously add value through effective project management, dedicated prioritization and efficient execution. Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

Qualifications

Customer obsessed, motivated by crafting a seamless support experience for our global customer base. Vast relevant experience in financial services, technology and/or customer support. People management experience in an operations environment. Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions. Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions. Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity. Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines. Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment. Availability to work shifts on weekends, and outside of the "standard" workday. Excellent communication skills (written, verbal, and in presentation format), ability to simplify complex topics for broad audiences.

Qualifications

- Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing Certifications - ITIL Foundation Certificate in IT Service Management - AxelosAxelos Required Skills - Account Maintenance, Accounts Receivable Collection, Audit Risk Assessments, Branch analytics & reporting, Campaign Analytics, Chargeback, Claims Analytics, Claims Resolution, Client Relations, Collections Analytics, Collections Management, Control Self Assessments, Generative AI, People Leadership, RPA Design and CM Principles, Transition Management Language English (Required) Language Proficiency - Advanced - C1 Additional Job Location - Job Type Regular Master Skill List - Customer Care - Collections

Remote Type

- Hybrid

Work Shift

- Standard (Portugal) 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. We're an agentic and advanced technology solutions company that runs mission-critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate. There's a lot to learn here, and room to grow. Genpact never asks applicants to pay to be part of our hiring process. If you get an email asking you to purchase a starter kit, equipment, or training, or pay to apply for a job, please assume this is a scam.