AM-AP Helpdesk

Job Description 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 implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. Inviting applications for the role of Assistant Manager, Supplier Helpdesk Role Overview: The Supplier Helpdesk Analyst acts as the first point of contact for suppliers and internal stakeholders regarding invoice, payment, and vendor master-related queries. The role ensures timely resolution of supplier issues, promotes a positive supplier experience, and supports end-to-end Accounts Payable (P2P) operations by maintaining effective communication between vendors, procurement, and finance teams. Responsibilities Supplier Query Management .Serve as the primary contact for supplier inquiries related to invoice status, payment dates, rejections, and remittance details. .Manage queries received via call, email and ticketing systems and ensure timely closure within defined SLAs. .Investigate and resolve issues related to missing invoices, incorrect payments, duplicates, or blocked invoices. .Provide status updates to suppliers on invoice processing and payment timelines. .Coordinate with Invoice Processing, Vendor Master, and Payments teams for query resolution. Service Delivery & Documentation .Maintain detailed logs of all supplier interactions in the ticketing / case management system. .Ensure accurate and professional communication following company policies and tone of service. .Escalate unresolved or high-impact issues to process owners. .Support generation of helpdesk performance metrics and dashboards (e.g., query volumes, turnaround times, resolution rate). Process & Compliance .Adhere to SLA, TAT, and quality targets for query handling and closure. .Ensure compliance with company policy, SOX controls, and data privacy regulations. .Maintain confidentiality of vendor and company financial information. .Participate in regular audits, quality reviews, and process improvement initiatives. .Continuous Improvement .Identify recurring supplier issues and recommend root-cause corrections to upstream teams (invoice entry, vendor master, procurement). .Contribute to creation and maintenance of Supplier FAQ / Knowledge Base to reduce repeat queries. .Support process automation and chat/email response tool enhancements Qualifications we seek in you Minimum Qualifications .Bachelor's degree from an accredited university or college .Relevant Experience of handling supplier helpdesk .Knowledge of SAP ECC or S4 Hana .Ability to communicate effectively .Excellent Communication Skills (verbal and written) Preferred Qualifications/ Skills .Shared service centre experience in a multinational environment .Excellent analytical and problem-solving skills .Passion to understand processes & improve efficiencies .Focus on problem resolution to eliminate reoccurrence. 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. 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 %27starter kit,%27 paying to apply, or purchasing equipment or training.