Assistant Vice President – OTC (Order to Cash) Lead

Key Responsibilities

• Tracks customer concerns and enables resolution for client issues.
• Manages account financials (accruals, billing, MSS accuracy, revenue transfer, OP);
• Handles all client related communication, including but not limited to recurrent operational reviews, NPS and strategic priorities.
• Responsible for negotiating and transitioning of a new scope within the managed accounts.
• Ensures the connection with the global and regional internal stakeholders to ensure a mutual approach in terms of account strategy and direction.
• Identifies and communicates risk areas to regional & global leadership, whilst providing solution-oriented points of view.
• Partakes to various internal & external projects, events, and initiatives.
• Ensures board of account efficiency by supporting architects & pathfinders within the account;
• Participates to internal transformation meetings, communicates LDT (Lean Digital Transformation) related plans & results to customer;
• Promote Genpact’s values across teams in supervision.
• Manage end to end projects- Identify, design, and implement solutions for projects in OTC to deliver financial and productivity benefits to customers in accordance with the contractual clauses concluded.
• As part of the projects ongoing with the client, actively drive the various automation initiatives around OTC (Robotics, Artificial Intelligence) to (over)achieve the targets.
• As part of the Metrics performance model, actively drive the metrics improvement discussions, both from a metrics as well as yearly target perspective, in close cooperation with the operations leads.
• Ensures that the performance objectives (KPIs) / process delivery time (SLAs (Service Level Agreements)) set under the contract are fulfilled.
• Acts as a secondary point of contact for all the escalations related to the process
• Conducts regular governance call with his counterpart
• Takes part of the transition and make sure standard split of activities are followed in the transfer, between Genpact and new GBS (Global Business Solution) set-up at client end
• Make sure that there will be a good integration of the new GBS team, and a good relationship is created with the Genpact team, working closely together with the team.

Qualification & Requirements

Minimum Qualifications/Skills

• Experience in customer management related roles: e.g., team leader, Global Lead, etc.
• Relevant years of experience in a BPO/Call Center/Shared Services environment (represents an advantage)!
• Experience in team management.
• Willingness to work autonomously and in teams playing different roles
• Accountability: See it, own it, and solve it mindset. Willingness to go the extra mile
• Effective communication skills: Ability to build and maintain effective relationships of trust and credibility with internal stakeholders and suppliers.
• Execution: Ability to meet deadline and work well under pressure
• Project management and coordination skills are often required due to the complex nature and scope of many of our projects and initiatives.
• Ability to think strategically and communicate in a conceptual/structured way.
• Ability to translate finance business needs into efficient tools & processes
• Experience with the recent technologies and a strong knowledge of ERP Tools especially in the SAP suite & Oracle

Preferred Qualifications/Skills

• College or master’s degree in commerce.
• Curiosity and interest to learn as much as possible about the areas in which the company operates.

Benefits

• Insurance, Health & Wellness
• Financial & Retirement
• Family & Parenting
• Vacation & Time Off
• Other Perks & Discounts…