Service Delivery Manager - T&S - Training Quality & Policy 4C

Service Delivery Manager - T&S - Training Quality & Policy

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 training, quality, and policy (TQP) initiatives across service operations, ensuring alignment with business KPIs and continuous performance improvement.

Provide strategic direction on quality frameworks, training programs, and policy adherence, collaborating with internal teams and client stakeholders.

Drive the implementation of structured training plans, stakeholder communication, and feedback loops to enhance operational effectiveness.

Build strong relationships with customer leadership, process owners, and Genpact operating leaders to align on quality expectations and delivery outcomes.

Ensure adherence to TQP SLAs and compliance standards across all supported processes.

Lead process improvement initiatives, leveraging data insights and stakeholder feedback to drive measurable impact.

Conduct deep-dive analysis (L1/L2/L3) to identify performance gaps, root causes, and opportunities for improvement.

Mentor and develop team members, fostering a high-performance culture and grooming future leaders.

Support audit readiness, policy updates, and governance reviews to ensure operational compliance and risk mitigation.

Collaborate with cross-functional teams to integrate digital tools, learning management systems (LMS), and teamwork platforms into training and quality operations.

Qualifications

Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics

Certifications

ITIL Foundation - AxelosAxelos, Six Sigma Green Belt Certification - American Society for Quality (ASQ)American Society for Quality (ASQ)

Required Skills

Customer Service Training, Mentor Training, Problem Solving Training, Sales Team Training, Training Coordination

Language

English (Required)

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

T&S - Training Quality & Policy

Remote Type -

Office

Work Shift -

Flex Time (India)

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.