Senior OTC Operations Manager
4 weeks ago
At Genpact, we're seeking a talented professional to join our team as a key player in driving our Order to Cash (OTC) operations forward.
Key Responsibilities:
- Build and maintain strong relationships with key client partners, ensuring a collaborative and proactive approach to process management.
- Track and resolve customer concerns in a timely and effective manner.
- Manage account financials, including accruals, billing, and revenue transfer.
- Handle all client-related communication, including operational reviews and strategic priorities.
- Develop and negotiate new scopes within managed accounts.
- Ensure seamless connection with global and regional stakeholders to align account strategy and direction.
- Identify and communicate risk areas to leadership, providing solution-oriented insights.
- Participate in internal and external projects, events, and initiatives.
- Drive board of account efficiency by supporting architects and pathfinders.
- Participate in internal transformation meetings, communicating Lean Digital Transformation plans and results to clients.
- Promote Genpact's values across teams.
- Manage end-to-end projects, identifying, designing, and implementing solutions to deliver financial and productivity benefits to clients.
- Drive automation initiatives around OTC, leveraging robotics and AI to achieve targets.
- Actively drive metrics improvement discussions, collaborating with operations leads.
- Ensure performance objectives and process delivery times are met, serving as a secondary point of contact for escalations.
- Conduct regular governance calls with counterparts and facilitate smooth transitions.
- Facilitate good integration of new GBS teams and establish strong relationships with Genpact teams.
- Act as a global finance business expert in source-to-pay and reporting tools, serving as a contact for global IT and translating finance requirements.
Qualifications:
- Experience in customer management roles, such as team leader or global lead.
- Several years of experience in a BPO/Call Center/Shared Services environment.
- Team management experience.
- Ability to work autonomously and in teams, playing different roles.
- Accountability, effective communication, execution, project management, and strategic thinking skills.
- Experience with recent technologies and strong knowledge of ERP tools, especially SAP and Oracle.
Preferred Qualifications:
- College or master's degree in commerce.
- Curiosity and interest in learning about the company's areas of operation.
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