Process Developer - Gurugram, Gurgaon / Gurugram - Genpact

Description

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 anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep 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 teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us onLinkedIn,X,YouTube, andFacebook.

We are inviting applications for the role of Customer Interaction at Process Associate and Process Developer (HR Helpdesk) - Analyst

Responsibilities

As a Customer Interaction Centre Associate, you will:

1. Employee Support, Query Resolution and Experience Management:
   • Serve as the first point of contact for employee queries via multiple channels, including phone, email, and chat.
   • Provide empathetic, timely, and personalized responses to employees and people leaders, ensuring a positive employee experience.
   • Cultivate a strong service mindset and help-oriented culture that supports employees throughout their journey.
   • Proactively manage employee expectations, ensuring clarity and transparency in communication.
   • Resolve issues proactively at Tier 1 support level, ensuring high customer satisfaction.
   • Escalate unresolved or complex queries to Tier 2 or appropriate departments while ensuring seamless communication.
2. End to end Case Ownership:
   • Manage cases using a case management tool, ensuring timely updates and resolution from initiation to closure.
   • Act as the single point of contact for employees throughout the case lifecycle, even when coordination with other teams or functions is required.
   • Navigate complex queries by identifying the relevant HR processes and policies that apply to unique scenarios, and communicating solutions clearly.
   • Escalate issues only when necessary while maintaining responsibility for follow-up and final resolution.
   • Track and monitor service requests against established SLAs and follow up for resolution as required.
3. Documentation and Reporting:
   • Maintain accurate and detailed records of employee interactions and transactions.
4. Process Adherence and Continuous Improvement:
   • Follow standard operating procedures and drive process consistency and improvement.
   • Partner with quality teams to identify enhancement opportunities and support implementation of best practices.

Qualifications

Minimum Requirements:

• Bachelor's degree or equivalent education.
• Relevent years of experience in an HR Helpdesk, HR Contact Center, or Shared Services environment in a customer service/contact center role.
• Strong verbal and written communication skills.
• Proficiency in case management tools like ServiceNow
• Strong analytical and problem-solving abilities capable of diagnosing policy applicability in varied employee scenarios and communicating it effectively.
• Demonstrated ability to manage high-volume workloads efficiently.

Preferred Qualifications:

• Experience in a shared service environment or customer-facing role.
• Knowledge of case management tools (e.g., ServiceNow HRSD) and HCM platforms such as SuccessFactors.
• Proven track record of meeting or exceeding service-level agreements.
• Certification in customer service or HR related fields is a plus.

Key Skills and Attributes:

• Exceptional interpersonal and critical thinking skills.
• Ability to work in a dynamic, fast-paced environment.
• High attention to detail with problem solving skills and a customer-centric approach.
• Flexibility to work across shifts to cater to a global customer base.
• A strong sense of ownership with a continuous improvement mindset.
• High attention to detail and a deeply customer-centric approach.

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 %27starter kit,%27 paying to apply, or purchasing equipment or training