Front Line Manager - T&S - Training Quality & Policy 4B

Front Line 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 .

Lead and manage the Training & Policy team, providing oversight of performance, onboarding, and ongoing development of trainers and agents.

Develop, implement, and monitor proactive training strategies to enhance agent quality metrics and knowledge retention, including new hire onboarding programs.

Conduct root cause analysis of training effectiveness, identify knowledge gaps, and recommend targeted improvements to training materials, policies, and knowledge management tools.

Collaborate with client Training and Policy teams to align on priorities, gather insights, and update training content to reflect process or product changes.

Conduct regular classroom observations, certification reviews, and performance assessments to ensure adherence to training KPIs and delivery standards.

Partner with Quality and Policy teams to execute refresher trainings, knowledge sharing, and policy compliance initiatives, ensuring consistency and accuracy across operations.

Analyze data and feedback to provide actionable insights, enhance training effectiveness, and support scalable solutions to improve overall community/platform support.

Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics Certifications Certified Professional in Learning and Performance Certification (CPLP) - SC. Stefconsult SRLSC. Stefconsult SRL, EMS Technical Expert - Celonis AcademyCelonis Academy Required Skills Client Relations, Commercial Excellence, Conceptual Designs, Content Management, Content Strategy, Critical Thinking, Customer Service, Data Analytics, Data Consulting, Data Management, Data Science, Digital Content Creation, Lean Six Sigma (LSS), People Leadership, Quality Assurance (QA), Quality Management, Risk Management, Stakeholder Management, Statistical Models, Strategic Planning, Trust and Safety Language English (Required) Language Proficiency - Upper Intermediate - B2 Additional Job Location - Job Type Regular Master Skill List - T&S - Training Quality & Policy Remote Type - Office Work Shift - Night Job (Philippines) 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