Genpact
Location
Jaipur | India
Job description
With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world&rsquos biggest brands&mdashand we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We&rsquore harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.
Now, we&rsquore calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.
Welcome to the relentless pursuit of better. Inviting applications for the role of Senior Manager, Cash Application Lead!
In this role, as a Senior Manager a person will be required to manage day to day Operations & service delivery for a Team of 100+ employees and will be in charge for Client Order to Cash process and assess them in accordance with Policies & Compliance guidelines and take an action to apply the appropriate policy with high quality, speed, empathy and accuracy.
Responsibilities
. Manage front line supervisors that are responsible for managing the day-to-day operations of OTC Cash Application Operations Team
. Ensure client and corporate service, quality, and contribution goals, other metric and associate satisfaction goals within the site are met
. Provide leadership and management to associates provide training and development insights to supervisory team
. Coach and mentor team supervisors
. Regularly conduct supervisory team meetings. Supervise multiple teams for clients
. Ensure key operational and customer performance targets are met (KPI&rsquos, FCR, Net Promoter Score, Service Levels)
. Drive Continuous Improvement Initiatives
. Communicate with the customer on a regular basis to discuss operational issues and Critical Quality delivery, raise issues proactively & build relationships, understand customer issues proactively
. Set goals for the team and communicate goals on a regular basis
. Coach & mentor people - Motivating team with excellent touch
. Leading calls with clients and other business functions
. Preparation of dashboards and ability to understand current Business processes and suggest improvements
. Manage Day to Day Operations & service delivery for a Team of 100+ employees, who will be in charge for Client Order to Cash process and assess them in accordance with Policies & Compliance guidelines and take an action to apply the appropriate policy with high quality, speed, empathy, and accuracy
. Driving Insights to add/update (Policies, CRM Interface, Widgets, IT/Infra tools, Application optimization) in order to drive effectiveness & efficiencies
. Responsible for E2E contractual (SLA&rsquos, KPI&rsquos) & internal metrics, including billing & financials
. Ensure smooth & surprise free operations and service delivery
. Create a detailed succession plan for all Key/Critical roles
. Drive employee engagement, agent growth, retention with low attrition timely documentation of one on ones, updated time keeping system (My time), Compliance polices
. Drive monthly (AES, VIC, EWS (Timely Updating & Accuracy), PIP & CAP closers in timely manner, Etc.)
. Drive Rewards and Recognitions & Appraisals
. Accurate & timely MSS Alignments, Cost Code, Band mix.
. Flexibility to quickly shift priorities, multi-task and juggle simultaneous requirements in a fast-paced environment and manage all to completion
. Drive continuous service Improvements, Lean, Six Sigma & Digitization Projects QOQ
. Act as an intermediary between reviewers, Genpact & Client management
Qualifications we seek in you!
Minimum Qualifications
. Master of Commerce/B. Com
. Relevant Years of managerial experience. Lead team of 100-150+ people
. Excellent knowledge of Cash Apps & E2E exposure on I2C
. Excellent Analytical & Communication skills
. Initiative-taking and execution oriented
. Ability to work on Multi Tasks and should be flexible
. Leading calls with Clients/ other business functions Independently
Preferred Qualifications/ Skills
. Project management experience.
. Team worker and should have people/peer management experience.
. Customer Management exposure and good presentation skills are necessary.
. LEAN/Six Sigma - Trained, Tested and Certified (preferred).
. Leading calls with Clients/ other business functions Independently.
. High MS-Office skill (Advance Excel & Power Point) - preferred.
. Ability to handle pressure - Timelines and Customer Demand.
. Strong knowledge of processes like customer/supplier Accountancy, Customer Services, or IT etc.
. Previous experience in transformation and efficiency projects
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. For more information, visit . Follow us on Twitter, Facebook, LinkedIn, and YouTube.
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 %27starter kit,%27 paying to apply, or purchasing equipment or training.
Job tags
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