Assistant Vice President - OTC (Order To Cash) Lead

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Applicant would be responsible for running overall O2C operation without surprise and understanding team/Client.

Responsibilities

Builds a collaborative relationship with the key client partners in the customer site, proactively asks for feedback and takes full responsibility of the process and overall account;

Tracks customer concerns and enables resolution for client issues;

Manages account financials (accruals, billing, MSS accuracy, revenue transfer, OP);

Handles all client related communication, including but not limited to recurrent operational reviews, NPS and strategic priorities;

Responsible for negotiating and transitioning of a new scope within the managed accounts;

Ensures the connection with the global and regional internal stakeholders to ensure a mutual approach in terms of account strategy and direction;

Identifies and communicates risk areas to regional & global leadership, whilst providing solution-oriented points of view;

Partakes to various internal & external projects, events, and initiatives;

Ensures board of account efficiency by supporting architects & pathfinders within the account;

Participates to internal transformation meetings, communicates LDT (Lean Digital Transformation) related plans & results to customer;

• Promote Genpacts values across teams in supervision.
• Manage end to end projects- Identify, design, and implement solutions for projects in OTC to deliver financial and productivity benefits to customers in accordance with the contractual clauses concluded.
• As part of the projects ongoing with the client, actively drive the various automation initiatives around OTC (Robotics, Artificial Intelligence) to (over)achieve the targets
• As part of the Metrics performance model, actively drive the metrics improvement discussions, both from a metrics as well as yearly target perspective, in close cooperation with the operations leads
• Ensures that the performance objectives (KPIs) / process delivery time (SLAs (Service Level Agreements)) set under the contract are fulfilled.
• Acts as a secondary point of contact for all the escalations related to the process
• Conducts regular governance call with his counterpart
• Takes part of the transition and make sure standard split of activities are followed in the transfer, between Genpact and new GBS (Global Business Solution) set-up at client end
• Make sure that there will be a good integration of the new GBS team, and a good relationship is created with the Genpact team, working closely together with the team
• Act as global finance business expert in source to pay and reporting tools and processes, in this role being the contact for global IT and translating global finance requirements towards IT, more specifically in the Order to Cash (OTC) domain

Minimum Qualifications/Skills

Experience in customer management related roles: e.g., team leader, Global Lead, etc.

Relevant years of experience in a BPO/Call Center/Shared Services environment (represents an advantage)

• Experience in team management.
• W illingness to work autonomously and in teams playing different roles

Accountability: See it, own it, and solve it mindset. Willingness to go the extra mile

Effective communication skills: Ability to build and maintain effective relationships of trust and credibility with internal stakeholders and suppliers.

Execution: Ability to meet deadline and work well under pressure

Project management and coordination skills are often required due to the complex nature and scope of many of our projects and initiatives.

Ability to think strategically and communicate in a conceptual/structured way.

Ability to translate finance business needs into efficient tools & processes

Experience with the recent technologies and a strong knowledge of ERP Tools especially in the SAP suite & Oracle

College or master s degree in commerce.

Curiosity and interest to learn as much as possible about the areas in which the company operates.

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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn , X , YouTube , and Facebook .

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.