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Front Line Manager - Customer Care - Collections 4A
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Full-time
bachelor degree, professional certificate
Mentorship, Learning opportunities
Posted 11h ago
Apply by Aug 31
~40 hrs/week
Responsibilities
Lead a team of agents to deliver effective collections support while monitoring performance and ensuring adherence to protocols. Collaborate with internal teams to identify service gaps and implement process improvements to meet customer experience goals.
Requirements
Requires a bachelor's degree in fields such as Business Administration, Communication, or Information Technology. Candidates must be proficient in both Dutch and English and possess strong customer care and collections experience.
Full job description
Front Line Manager - 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 -
Responsibilities:
Lead a team of agents in delivering consistent and effective collections support across customer care operations.
Monitor daily performance, ensure timely resolution of customer queries, and drive adherence to collections protocols.
Support customer experience goals by identifying service gaps and implementing process improvements.
Collaborate with internal teams and clients to align operational activities with business and compliance requirements.
Conduct regular team huddles, coaching sessions, and performance reviews to build engagement and drive results.
Coordinate with training and quality teams to ensure agents are equipped with the necessary skills and product knowledge.
Track service metrics and KPIs, identify performance trends, and support corrective actions.
Qualifications -
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
Certifications -
Certified Treasury Professional (CTP) - Instituto Nacional de AprendizajeInstituto Nacional de Aprendizaje
Required Skills -
Customer Care, Customer Experience (CX), Customer Service, Data Management, Online Customer Support
Language
Dutch (Required), English
Language Proficiency -
Advanced - C1
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care - Collections
Remote Type -
Hybrid
Work Shift -
Standard (Romania)
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.
Genpact (NYSE: G) is the Agentic Operations company, where applied AI meets context-rich process intelligence. We run and transform mission-critical operations for global enterprises. Genpact's Agentic Operations are grounded in decades of operating core business processes at scale across finance, supply chain, banking, insurance, and more. Our flywheel of advanced technology, trusted data foundations, and deep ecosystem partnerships moves enterprises rapidly from experimentation to scale.
Get to know us at www.genpact.com and on the following social handles:
YouTube: @GenpactGlobal
Instagram: @genpact_global
X: @genpact
Facebook: ProudToBeGenpact
** Beware of fake offers**
Genpact never requires applicants to pay to be part of our hiring process.
If you receive an email asking you to purchase a starter kit, equipment, or training, or to pay to apply for a role, you can assume that the message is a scam. For more information on careers at Genpact, please visit us at https://www.genpact.com/careers
Offices: 1155, Avenue of the Americas, 4th Floor,, New York, NY 10036, US · 251 Avenida Lerdo Norte, Cd. Juarez, Chihuahua CP32000, MX · GE Building No. 5, Software Park Road, Dalian Software Park, Dalian, Liaoning 116023, CN · Genpact Towers, DLF-Phase 5, Sector 53, Gurgaon, Haryana 122002, IN · 99 Surya Park, Electronics City, Bangalore, KAR 560100, IN
Genpact (NYSE: G) is the Agentic Operations company, where applied AI meets context-rich process intelligence. We run and transform mission-critical operations for global enterprises. Genpact's Agentic Operations are grounded in decades of operating core business processes at scale across finance, supply chain, banking, insurance, and more. Our flywheel of advanced technology, trusted data foundations, and deep ecosystem partnerships moves enterprises rapidly from experimentation to scale.
Get to know us at www.genpact.com and on the following social handles:
YouTube: @GenpactGlobal
Instagram: @genpact_global
X: @genpact
Facebook: ProudToBeGenpact
** Beware of fake offers**
Genpact never requires applicants to pay to be part of our hiring process.
If you receive an email asking you to purchase a starter kit, equipment, or training, or to pay to apply for a role, you can assume that the message is a scam. For more information on careers at Genpact, please visit us at https://www.genpact.com/careers
Offices: 1155, Avenue of the Americas, 4th Floor,, New York, NY 10036, US · 251 Avenida Lerdo Norte, Cd. Juarez, Chihuahua CP32000, MX · GE Building No. 5, Software Park Road, Dalian Software Park, Dalian, Liaoning 116023, CN · Genpact Towers, DLF-Phase 5, Sector 53, Gurgaon, Haryana 122002, IN · 99 Surya Park, Electronics City, Bangalore, KAR 560100, IN