Contract to Cash – Assistant Vice President – English

Key Responsibilities

Process

• Lead large teams, groom, and enable career progression while encouraging Genpact culture (CI2). Achieve/ exceed retention targets.
• Handle the delivery of outsourced services F&A (OTC – sub process) to ensure customer centricity, customer happiness and increased revenue through client up-sell.
• Collaborate and work globally with other Genpact business leaders and functional leaders to build and commercialize existing and new product offerings.
• Sound domain knowledge in all OTC aspects such as billing, collections, cash applications and dispute management with the ability to draw linkages across all sub processes.
• Demonstrate lean six sigma framework to drive continuous performance improvement and drive transformation agenda.
• Must be able to work with cross functional teams like Operations, GPO, Digital team, Transformation team, Transitions team, HR, recruitment etc.
• Pro-active, ability to trouble shoot, work through organizational change scenarios.
• Implement appropriate mechanisms to identify , understand and intensify performance gaps and/ or performance breakthroughs. Develop and implement improvement plans to close performance gaps.
• Collaborate in the new deal process including solutioning, pricing, due diligence, transition, and stabilization.

Client

• Display and practice excellent client handling skills to ensure successful NPS scores and customer satisfaction
• Escalation tracking and resolution for client issues
• Be part of the client organization to drive improvement projects
• Own and hold periodic reviews with clients on Operational performance
• Ensure client response time is within acceptable limits set with the client and deadlines are met with accuracy;

People

• People management – Ensuring Retention metrics are met, and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR best practices and initiatives
• Being part of people initiatives organized by HR team and owning delivering on the same
• Monthly, Quarterly and Year ly Individual Performance discussions and appraisal
• Developing development action plans, coaching, and mentoring team members, developing talent, organizing career path meetings with team members
• Owning and facilitating team meetings daily for better process performance and enhancement
• Conflict Management and resolving issues not only within team, but also inter-team and cross functional
• Maintain discipline and positive behavior / environment in the team
• Own 100% accurate and timely inputs for the team they supervise for salary, leaves and incentives and other HR systems like employee health and safety regulations, etc.
• Own organization of motivational programs for team members
• Participating in selection of new team members or hires within Genpact
• Ensuring Learning Path for all team members is completed within deadlines
• Keeping the team motivated and focused, closely monitoring the service delivery operations to ensure compliance with key metrics and contractual SLAs, interacting with and managing customers & key stakeholders on a day-to-day basis and undertaking regular process improvement measures based on customer feedback and data analytics;

Profitability

• nput and maintain data in all HR and Finance related tools to ensure right billing
• Drive productivity improvements within operations
• Farm new opportunities for revenue enhancement or cost reduction.

Qualification & Requirements

Minimum Qualifications / Skills

• Full professional knowledge of English, min. C1
• Bachelor’s degree or equivalent experience. Should be Analytically & Academically sound
• Prior work experience
• Excellent Leadership skills. Relevant year s of People Leader experience
• People Management – Coaching and Mentoring skills; proven experience in leading teams of or above 20 people;
• Demonstrated experience in resource management, team performance management, recruitment, and training
• Proficient in using the MS Office package especially with MS Excel, PowerPoint, Outlook
• Excellent communication & presentation skills
• Relevant OTC domain experience for the position applied for, e.g.: Sales Administration, IT, F&A, Procurement, SCM, Call Center, etc.; & relevant year s SAP experience is mandatory.

Encouraged Qualifications

• Exposure to Six Sigma training preferred
• Prior experience of generating reports from SAP would be an added advantage
• Candidates with prior voice experience preferred
• Experience with international process transition would be added advantage
• Experience in creating, implementing & driving Structured Action Plans

Benefits

• Attractive salary
• Work in a multicultural and diverse environment with employees from over 30 countries
• Genpact professional trainings and distinguished career development opportunities
• Friendly work environment (Best Office Award 2015)
• Free access to our award-winning learning platform
• Benefits such as gym, cafeteria, hairdresser, and a medical center, all conveniently located on the office campus