Job Description - Management Trainee - Senior HR operations analyst Contact Center (MAN019747) Management Trainee - Senior HR operations analyst Contact Center - MAN019747 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. Our AI Gigafactory, an industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our solutions address complex challenges. If you thrive in a fast-paced, tech-driven environment, love solving real-world problems, and want to be part of a team shaping the future, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company delivering lasting value for leading global enterprises. Through deep business knowledge, operational excellence, and cutting-edge solutions, we help companies stay ahead. Powered by curiosity, courage, and innovation, our teams leverage data, technology, and AI to create tomorrow, today. Learn more at genpact.com and on LinkedIn, X, YouTube, and Facebook. We are inviting applications for Management Trainee, Senior HR operations analyst - contact center . We seek a Senior HR operations analyst for the contact center, responsible for supporting management operationally, analytically, and tactically. Key duties include handling stakeholder requests, team inquiries, auditing activities, running reports, maintaining files, and leading continuous improvement initiatives. Responsibilities Lead and implement continuous improvement initiatives with measurable impact. Participate in process development and updates managed by the service center. Coordinate employee queries and requests, ensuring timely and accurate responses using corporate tools. Maintain records related to occupational health, disabilities, licenses, absenteeism, social security, and insurance for regional employees. Classify and assign ServiceNow tickets based on importance and area expertise. Train and mentor new team members on tasks and processes. Conduct informational sessions for new employees about the MyHR tool and services. Support supervisors, managers, and HRBPs in HR process interpretation and management. Manage documentation and processes for hiring new employees. Respond to employee requests via the MyHR line. Standardize and document processes and formats across supported countries. Prepare and analyze reports on metrics and KPIs. Ensure daily operations meet established standards and timelines. Follow up on improvement plans and corrective actions. Track QCPCs and employee surveys in ServiceNow. Keep process manuals updated (Q&A, Standard Work, Job Aids, Knowledge Articles). Monitor compliance with operational metrics and KPIs, informing management and taking timely actions. Participate in high-impact projects within the area. Qualifications Results-oriented mindset Ability to multi-skill Adaptability to change Problem-solving skills Leadership in transformation, working at the forefront of AI, automation, and digital innovation Ability to drive change and solve significant business challenges Openness to hands-on experience, mentorship, and continuous learning Willingness to join a dynamic team of problem-solvers and innovators Alignment with a values-driven culture emphasizing integrity and inclusion Join Genpact’s tech shapers and growth makers. Let’s build tomorrow together. Genpact is an Equal Opportunity Employer. We do not charge fees for job applications, and applicants should beware of scams involving payment or purchase requirements. #J-18808-Ljbffr