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 an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep 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 teams implementdata, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook Inviting applications for Management Trainee, Senior HR operations analyst - contact center We are looking for a Senior HR operations analyst - contact center , whose objective is to support Management from an operational, analytical and tactical standpoint, by handling stakeholder requests, solving team's questions, auditing and controlling different activities from colleagues on the operations floor, along with running reports, maintaining files and leading continuous improvement initiatives. Responsibilities Lead and implement continuous improvement initiatives in the supported countries with measurable impact . Participate in the elaboration and updates of the processes managed by the service center. Coordinate according to internal procedures the management and assignment of employee queries and requests to respond in a timely and accurate manner through the use of corporate tools. Make and keep updated records of employee information related to occupational health, disabilities, licenses, absenteeism, social security and/or insurance companies of employees in different public and private systems based on services catalog for the region Classify and assign Service now tickets according to the level of importance and based on the specialty of the different areas. Guarantee the training and explanation of tasks to new team members as assigned mentor, complying with the different control points satisfactorily. Organization and conduct of information meetings for new employees about how the MyHR tool works and the services that can be supported. Advise and provide support to supervisors, managers and HRBPs in the interpretation, management of human resources processes, policies and programs. Manage documentation and related processes for hiring new employees. Respond to and manage employee requests generated through the MyHR line. Standardize and document the processes and/or formats of the countries it supports. Prepare and analyze necessary reports on the area's metrics and KPIs. Guarantee that daily operations comply with established times and standards. Follow up on the implementation of improvement plans and preventive/corrective actions. Track QCPCs and employee surveys in ServiceNow. Keep process manuals updated (Q&A, Standard Work, Job Aid, Knowledge Articles, etc.). Support the Monitoring of compliance with metrics and KPIs related to the operation of the Service Center to inform the direct manager and take timely action when required. Participate in the implementation and execution of high-scope and impact projects for the area Qualifications Minimum qualifications Customer orientation service Communication skills Results oriented Team worker Multiskilling Adaptation to change Problem solving mindset Portuguese desired 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.