Sales Order Management and Claims Leader

3 days ago


Noida, Uttar Pradesh, India Genpact Full time
Job Overview

Genpact is a global professional services firm delivering outcomes that shape the future. Our teams 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 with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

We invite applications for the role of Sales Order Management and Claims Leader, responsible for overseeing and managing the entire sales order processing lifecycle and claims resolution process. This individual will work cross-functionally with sales, operations, logistics, and finance teams to ensure smooth operations and effective claims management.

Key Responsibilities
- Oversee the end-to-end sales order process, ensuring accurate, timely, and efficient order entry, processing, and fulfillment.
- Collaborate with 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.
- 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.

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