Manager, Servicing Customer Support

Oversee outsourced Genpact CS ops; ensure SLAs, quality, productivity, and compliance. Manage internal CS operations; ensure accuracy, efficiency, and policy adherence. Own executive escalations; lead cross-functional resolution and risk mitigation. Liaise with Legal on settlements, escalations, and regulatory alignment. Own CS performance reporting; define KPIs, monitor dashboards, translate insights into improvements. 5+ years in customer service, operations, or financial services; 3+ years in leadership. Advanced MS Office proficiency. Experience managing outsourced or BPO partners. Strong analytical skills; KPI focus and data-driven improvements. Excellent verbal and written communication; ability to influence. Ability to lead cross-functional initiatives and manage dispersed teams. Remote work option.