Customer Service – Assistant Manager – Italian – Hybrid Bucharest

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  and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role of Customer Service – Assistant Manager – Italian – Hybrid Bucharest
Responsibilities:

•    Ensures that the process activities are carried-out in accordance with the solution agreed with the customer in the Design and Transition phase; 

•    Ensures that the performance objectives (KPIs) / process delivery time (SLAs) set under the contract are fulfilled.  

•    Proposes and implements the solution for new clients, acting as an SME for the process/processes. Poposes, sets and implements the best operational practices across the team and ensures the homogenous and comprehensive knowledge among all the team members.

•    Designs transformation projects to deliver financial and productivity benefits to customer in accordance with the contractual clauses concluded with the client. 

•    Acts as a primary point of contact for all the escalations related to the process. 

•    Ensures that the team members have all the operational resources and necessary equipment (upon completion of LTO)

•    Presents the performance indicators in the operational reviews, analyses data & trends in the process, continuously implements process improvement methodologies based on Lean Six Sigma. 

•    Ensures adherence to Smart Opex Framework, distributes, and publishes results through company's systems.

•    Proposes and discuss with the client transformation initiatives for process improvements (such as Lean, Green Belt etc.)

•    Ensures that all team members are aware of the contractual performance indicators (KPIs)/ delivery time (SLAs) and of the level of the expected performance output.

•    Conducts team huddles to communicate the information regarding to the process priorities; Coordinates and ensures the creation of the Standard Operating Procedure for the processes managed, updates and validates them before sending them to the customer for sign-off, ensuring that they are accurate, comprehensive, and explained in a logical manner, tailored to the process needs.

•    Ensures back-up versions for all team members as per the contractual requirements.

•    Successfully finalizing of the training plan related to the role and tasks.

•    Providing training and preparing other team members with regards to the daily tasks whenever it is necessary or requested by the manager.

•    Periodically updating of the working procedures.

•    Developing implementation activities of new systems/applicable tools to the processes in scope. Monitors the team performance on a daily basis and ensures that individual and team objectives are met while complying with the established standards. 

•    Provides feedback on the performance and the process activity results to team members, identifies areas to improve the knowledge process and plans relevant training sessions to these areas in collaboration with the pathfinder. 

•    Participates in the selection of team members for different roles by assessing their process experience/ knowledge.

•    Keeps a close collaboration with its homologous Pathfinders and Front Runners to be up to date with process and people related issues/initiatives or human resources that may have an impact on the customer.
Carries out onboarding/offboarding activities for the team members within the customer's system.

•    Participates to the external governance established with the internal stakeholders related to process. 

•    Participated to different projects, initiatives within Genpact.

Qualifications we seek in you
Minimum Qualifications / Skills:

•    You have a bachelor's degree.

•    Relevant years of prior experience in working in Customer Service.

•    You have a good command of MS Office (MS Excel);

•    You can organize and prioritize your own work according to process SLAs and customer needs.

•    You can communicate in Italian (C1) and English.
Preferred Qualifications/ Skills

•    You are characterized by punctuality and accuracy.

•    You are proactive in action and take the initiative.

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.