Senior Manager - Trust and Safety 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 Senior Manager – Trust & Safety English 
In this role, you will be responsible for the overall Operations for a Gaming/Content Moderation process ensuring that the performance and all SLA’s are optimally handled for the business. You will also work with the client team on auditing and quality assurance

Responsibilities
•    Responsible for the overall Operations for a Gaming/Content Moderation process 
•    Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and challenges for the project.
•    Ensure Adherence to daily SLA’s.
•    Leading, developing, and motivating Team Leaders/Front Line Manager’s to encourage agents to deliver best-in-class service across all stages of the customer journey.
•    Anticipate and plan for new business. Design strategies to ensure the growth of program along with identifying and implementing process improvement that will maximize output and minimize cost.
•    Developing good working relationships with key internal and external stakeholders to achieve business objectives.
•    Review financial information and adjust operational budgets to promote profitability.
•    Manage Hiring and ensure that the process always has appropriate levels of skilled resource.
•    Monitor Quality metrics, provide insights & analysis and offer recommendations to the QA team.
•    Create weekly/monthly review decks which cover executive summary, highlights, lowlights, RCA and effective action plans and present the same to the client and internal leadership.

Qualifications we seek in you!
Minimum Qualifications / Skills
•    Any graduate
•    Relevant years of contact center experience including experience as an operations Manager managing a span of 150+ headcount
•    Experience in Content Moderation/Trust and safety operations
•    Prior customer management experience
•    Proven ability to plan and manage the operational process for maximum efficiency and productivity.
•    Excellent relationship management and interpersonal skills in order to partner effectively with key Partners and stakeholders, internally and externally.  
•    Logical thinker with outstanding communication and people management skills
•    Proficiency in MS Office especially excel and PowerPoint.

Preferred Qualifications/ Skills
•    Six Sigma Green Belt Certified
•    Ability to drive change and transformation, project management and implementation of business operations.
•    Ability to interact with diverse customers in a multi-cultural environment.
•    Exhibit great teamwork.
•    Excellent interpersonal and communication skills.
•    Apply a positive customer service attitude.
•    Excellent problem-solving skills.
•    Six Sigma Green Belt Certified (preferred, not mandatory)
•    Ability to drive change and transformation, project management and implementation of business operations.

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.