Black Belt 4C

Black Belt 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 .

Process Transformation & sNPS Improvement Drive CX & Process Excellence: Identify, prioritize, and execute high-impact transformation projects across the contact center lifecycle with a direct objective of boosting Service NPS (sNPS), CSAT, and first-contact resolution. Root Cause Problem Solving: Lead in-depth root cause analysis on service gaps, operational defects, and customer friction points utilizing structured Lean Six Sigma toolkits (DMAIC, FMEA, Fishbone, Pareto analysis, Value Stream Mapping). Voice of Customer (VoC) Translation: Analyze VoC and customer feedback data to design targeted action plans that reduce customer effort and improve frontline engagement. Continuous Improvement Culture: Facilitate Kaizen events, process re-engineering workshops, and coach/mentor Green Belt and Yellow Belt candidates across the organization. 2. PMO Governance & Program Management Own PMO Cadence: Establish and maintain program governance, including project charters, milestones, delivery schedules, RAID logs (Risks, Assumptions, Issues, Dependencies), and benefits realization trackers. Pipeline & ROI Management: Build and manage a transparent transformation project pipeline with validated financial and operational impact metrics (cost efficiencies, FTE savings, CX gains). Cross-Functional Alignment: Partner seamlessly with Operations, Quality, Training, and Workforce Management (WFM) to design standard operating procedures (SOPs) and ensure sustained adoption of best practices. Change Management: Drive structured change management frameworks to ensure smooth frontline adoption of re-engineered processes and digital tools. 3. Stakeholder Management & Compliance Executive Communication: Deliver regular progress reviews, strategic roadmaps, and business cases to internal senior leadership and client executives. Client Engagement: Act as the primary counterpart to client process excellence teams to ensure alignment on strategic objectives, joint roadmaps, and performance SLAs. Regulatory & Risk Adherence: Ensure all process re-designs and operational changes strictly comply with US banking regulations, risk frameworks, and information security standards.

Experience: Minimum 5+ years of dedicated experience in Process Excellence and PMO within a BPO/BPM, shared services, or contact center environment—preferably supporting US Banking / Financial Services clients. Methodologies: Strong practical knowledge of Lean Six Sigma methodologies (Green Belt or Black Belt certification required). Project Management: Demonstrated proficiency in project management frameworks (Agile, Waterfall, or Hybrid); PMP or