Service Delivery Manager – Banking & Capital Market 4C

Service Delivery Manager – Banking & Capital Market

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.

Job Description

Client Relationship & Stakeholder Management

Act as the primary point of contact for banking and capital markets clients regarding service delivery.

Build and maintain strong client relationships to understand business needs and expectations.

Conduct regular service reviews and performance reporting with internal and external stakeholders.

2. Service Delivery Oversight

Oversee end-to-end delivery of IT, operations, or business process services aligned to banking and capital markets domains.

Ensure services are delivered according to SLAs, KPIs, compliance standards, and contractual obligations.

Manage incidents, service requests, escalations, and ensure timely resolution of client issues.

3. Regulatory Compliance & Risk Management

Ensure adherence to financial services regulations (e.g., Basel III, MiFID II, AML, KYC, SEC rules).

Monitor operational and compliance risks, implement mitigations, and support audits and inspections.

Support business continuity and disaster recovery planning.

4. Team & Vendor Management

Lead and coordinate onshore/offshore teams responsible for service delivery.

Manage third-party vendors or partners delivering part of the service chain.

Ensure teams are properly trained, resourced, and motivated to meet performance targets.

5. Process Improvement & Transformation

Identify opportunities to improve efficiency, quality, and client experience through process optimization.

Lead or support digital transformation, automation, and modernization initiatives.

Promote adoption of best practices and continuous improvement culture.

6. Service Reporting & Governance

Develop and present service performance dashboards, risk logs, and compliance reports.

Organize governance meetings with clients, operations teams, and executives.

Track and resolve open actions from reviews, audits, or client feedback.

7. Domain Expertise – Banking & Capital Markets

Apply deep knowledge of financial products (e.g., loans, deposits, derivatives, equities, fixed income).

Understand front-office to back-office workflows, trade life cycles, and post-trade processes.

Stay informed of industry trends, regulatory changes, and market developments impacting service delivery.

8. Financial & Contract Management

Monitor and manage budget and cost-effectiveness of service delivery.

Ensure compliance with contractual obligations, billing accuracy, and profitability of engagements.

Participate in contract renewals, service scope changes, and pricing discussions.

Qualifications

Bachelors – Commerce, Bachelors – Economics, Bachelors – Finance, Masters – Business Administration, Masters – Business Analytics

Certifications

Associate in Claims (AIC) – The Institutes (USA)The Institutes (USA), Associate in Insurance (AINS) – IntecapIntecap, Chartered Property Casualty Underwriter (CPCU) – Insurance Institute of America (IIA)Insurance Institute of America (IIA), Guidewire Associate Certification – InsuranceSuite 10.0 Analyst – GuidewireGuidewire, Guidewire Certified Associate- InsuranceSuite Analyst – Elysium AcademyElysium Academy

Required Skills

Account Maintenance, Banking Capital Markets, Customer Operations Management, Operations Management

Language

English (Required), English (Required)

Language Proficiency –

English (OVERALL – Upper Intermediate – B2), English (OVERALL – Upper Intermediate – B2)

Additional Job Location –

Job Type

Regular

Master Skill List –

Banking & Capital Market

Remote Type –

Office

Work Shift –

Variable (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 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 140,000+ coders, 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.