AVP Sales Order Management

Job Description: Sales Order Management and Claims Leader

Position Title : Assistant Vice President, Order Management

Location: National Capital Region (Delhi, Gurugram, Noida). This role would entail travel to Malaysia, Poland and US for team and customer meetings (as required)

Reports to: Global Delivery 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.

We are inviting applications for the role of Sales Order Management and Claims Leader

Role Overview

We are looking for a strategic and dynamic leader to join our team as the AVP of Sales Order Management and Claims for one of the Med Tech Customer Organization. This individual will oversee and manage the entire sales order processing lifecycle and claims resolution process. The ideal candidate will have a proven track record in managing large teams, driving process optimization, and delivering exceptional customer satisfaction. Lead will work cross-functionally with sales, operations, logistics, and finance teams to ensure smooth operations and effective claims management.

Key Responsibilities

Operational Leadership and Team Management:

Oversee the end-to-end sales order process, ensuring accurate, timely, and efficient order entry, processing, and fulfilment.

Collaborate with the sales, logistics, and finance teams to ensure alignment on order priorities, timelines, and product availability.

Monitor order volumes, identify bottlenecks, and implement corrective actions to improve order cycle times.

Develop and enforce standard operating procedures (SOPs) for the sales order management process.

Ensure service delivery excellence across global teams, meeting or exceeding client KPIs and SLAs.

Manage budgets and optimize resource allocation for efficiency and cost-effectiveness.

Own the strategy for managing customer claims, ensuring quick resolution and maintaining high customer satisfaction levels.

Analyze and assess claims data to identify trends, root causes, and opportunities for process improvements.

Lead cross-functional teams to address claims issues that may require investigation or coordination with multiple departments.

Develop and implement policies to streamline the claims resolution process, reducing the frequency and impact of claims.

Process Optimization and Continuous Improvement:

Lead process optimization initiatives across Sales Order Management and Claims functions to improve operational efficiency and customer experience.

Drive automation, AI and technology adoption within the order management and claims processes to enhance scalability, reduce manual errors, streamline workflows and improve client outcomes.

Establish and monitor key performance indicators (KPIs) to track the effectiveness of order management and claims processes.

Continuously assess processes for improvement opportunities and implement innovative solutions to address evolving client needs

Change Management:

Design and execute change management strategies to ensure smooth transitions during transformations.

Engage with global teams and clients to foster collaboration, trust, and buy-in for transformation initiatives.

Act as a change ambassador, aligning people, processes, and technology to achieve organizational goals.

Stakeholder & Communication Management:

Serve as the primary point of contact for senior client stakeholders, ensuring alignment with their strategic objectives.

Build and maintain relationships with internal teams and external clients, fostering open and transparent communication.

Regularly provide updates to leadership and clients on performance, challenges, and opportunities.

Act as a trusted advisor to senior management, providing insights and recommendations on improving customer satisfaction and operational performance.

Team Leadership:

Lead, mentor, and develop a high-performing diverse team of sales order management and claims professionals

Foster a collaborative and results-driven team culture focused on operational excellence and customer satisfaction.

Promote inclusivity, collaboration, and professional growth within the team.

Establish clear goals, accountability measures, and performance metrics for team members.

Qualifications & Experience

Education: Bachelor's degree in business administration, Supply Chain Management, or a related field (MBA or equivalent preferred).

15+ years of experience in Sales Order and Claims Management operations, shared services, or BPO environments, with at least 5 years in a senior leadership role.

Proven experience leading large teams and managing cross-functional initiatives in a fast-paced, dynamic environment.

Expertise in driving organizational transformation, change management, and stakeholder engagement.

Strong understanding of supply chain, logistics, and customer service operations.

Familiarity with technologies (e.g., SAP., JDE, Esker, Ocapi, Open Text etc.) and automation tools is highly desirable.

Skills:

Strong leadership, strategic thinking, and decision-making capabilities.

Exceptional communication and interpersonal skills, with the ability to influence at all organizational levels.

Excellent problem-solving, analytical, and strategic thinking skills with a focus on metrics-driven decision-making.

High level of business acumen with a results-oriented mindset and the ability to drive change.

Key Competencies:

Global Mindset: Ability to understand and adapt to cultural nuances and global business practices.

Customer-Centric Approach: Prioritize client satisfaction and proactively address their needs.

Transformational Leadership: Drive innovation and navigate complexity to achieve organizational goals.

Resilience: Thrive in a dynamic environment with competing priorities.

Why Join Us?

As the HTR Leader, you will have the opportunity to shape the future of global HTR operations in a fast-paced, collaborative environment. You'll lead impactful transformations, work with diverse teams and clients, and be at the forefront of innovation in HR services.

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 and on X, 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 'starter kit,' paying to apply, or purchasing equipment or training.