Manager - AP Helpdesk & Dispute resolution

 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  and on LinkedIn, X, YouTube, and Facebook. 
Inviting applications for the role  Manager / Senior Manager – AP – Helpdesk  / Dispute Resolution
The AP Helpdesk Specialist will serve as the primary point of contact for vendors, internal stakeholders, and distributor partners regarding accounts payable inquiries. This role supports issue resolution related to invoice processing, payment status, and vendor setup in Salesforce ERP. The position requires excellent communication, customer service, and problem-solving skills to ensure timely and accurate resolution of AP-related issues.
Responsibilities

•    Respond to vendor and internal stakeholder inquiries related to invoice status, payment delays, rejections, and remittance details via email, ticketing system, or phone.

•    Resolve issues related to invoice mismatches (e.g., PO/invoice/receipt discrepancies), blocked invoices, duplicate entries, and credit memos.

•    Assist vendors with onboarding, including vendor master data setup, banking info updates, and documentation requirements in Salesforce.

•    Track and manage open helpdesk tickets, ensuring timely resolution within defined SLAs.

•    Collaborate with AP processing, procurement, and finance teams to investigate and resolve complex or escalated issues.

•    Monitor recurring issues and work with relevant teams to identify root causes and suggest process improvements.

•    Document resolutions and update SOPs and FAQs to support process standardization and self-service.

•    Generate helpdesk performance reports, including ticket volumes, resolution times, and issue categories for review and analysis.

•    Ensure all responses and actions are compliant with client policies, SOX controls, and confidentiality standards.

Qualifications we seek in you
Minimum Qualifications

•    Bachelor's degree in finance, Accounting, Business Administration, or a related field.

•    Excellent communication skills in English (verbal and written).

•    Hands-on experience with Salesforces ERP is mandatory.

•    Familiarity with US-based clients and global vendor ecosystems (particularly in the hardware/software distributor industry).

•    Skills:

•    Strong problem-solving and analytical skills.

•    Experience working with ticketing tools (e.g., ServiceNow) and email support environments.

•    Knowledge of 3-way matching (PO, Invoice, Receipt), invoice coding, vendor compliance, and payment terms.

•    High attention to detail and accuracy in a high-volume environment.
Customer service-oriented mindset with professionalism and empathy.
Preferred Qualifications/ Skills

•    Strong influencing skills and excellent communication skills

•    Strong story telling ability along with verbal and written depiction(s)  

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