Assistant Vice President - BCM Operations

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 - BCM Operations

The Assistant Vice President, Operations for Banking and Financial Services is responsible for the execution of all assigned operations, ensuring all the delivery centers meets customer and organization needs. This position provides leadership and management to Banking client's staff and actively gives to operational targets as well as business decisions. This role will have a tactical approach to Customer Care, People Management, Quality Management, Workplace Planning, Mentoring, Development and Training.

Responsibilities

Lead service delivery operations to achieve/exceed business expectations.

Ability to lead Client Conversations effectively and lead large team across multiple locations & be able to assimilate & encourage cultural diversity.

Lead overall performance delivery – setting up large program and its stabilization, transitions, managing program financials (P&L), People metrics, Continuous Improvement and Driving Transformation and value delivery

Collaborate with senior management as it relates to business growth, strategy, and operational planning.

Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps.

Take a lead and work with digital teams to introduce breakthrough technology solutions (E.g.: RPA) into existing operations.

Lead knowledge design, implementation & support for complex domain. Monitor & review solution implementation process in a reciprocal manner.

Collaborate for new deal process including solutioning, pricing, due diligence, transition, and stabilization.

Be responsible for the way in implementing new technologies in operations and display executive presence.

Be a senior partner concern point for resolving customer & internal issues.

Maintain & grow excellent customer relations – focus on improving NPS.

Qualifications we seek in you!

Minimum Qualification

Graduate of a Business or Management degree, with prior extensive experience in banking domain / industry

Ability to engage senior client management on offerings, emerging issues in focus sectors, lead project scope discussions and provide insightful recommendations.

Experience in running large scale contact center operations – Collections Operations is preferred skill

Experience in demonstrating Digital and Analytics to drive the service line.

Process transformation experience

Experience of leading large teams and drive Strategic initiatives

Preferred Qualifications / Skills

Outstanding negotiation, interpersonal, verbal, and written communication skills.

Measurable experience in leading and growing profitable voice contact center operations and BPO services.

Subject matter authority contacts center operations in various industries, such as banking, insurance, healthcare, technology, retail etc.

Demonstrate working knowledge of lean six sigma framework to drive continuous performance improvement.

Analytical problem-solving skills with an outstanding attention to detail.

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.

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.

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