Manager Service Management

Ready to shape the future of work

At Genpact, we don't just adapt to changewe 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 genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Manager, Service Management

Responsibilities

1. Service Management

Ensure compliance standards: Oversee contract management processes to ensure adherence to legal and regulatory requirements. Perform restricted party screening process to determine if order can be fulfilled

Analyse contract details: Validate terms with customers to ensure mutual understanding and agreement.

Manage standard terms: Develop and maintain standard terms and conditions for contracts to ensure consistency.

Receive signed contracts: Coordinate with sales teams to collect signed contracts and agreements.

Operationalize contracts: Convert contracts into purchase orders (PO) and invoices for seamless processing.

Enter invoicing schedules: Input invoicing schedules into the system to ensure timely billing. Match invoices with purchase orders and resolve any discrepancies or exceptions promptly.

Generate metrics and KPIs: Create metrics and key performance indicators (KPIs) to monitor and improve performance.

Resolve disputes: Address issues, claims, assertions, and disputes efficiently to minimize disruptions.

Customer onboarding: Set up new customer accounts in the customer master database system.

Update customer data: Obtain changes in customer details and update the master database system accordingly.

Automate entitlements: Streamline the provisioning of entitlements for efficient access management.

Order confirmation: Create order confirmations to facilitate order fulfilment processes.

Create entitlements: Grant users access to software by creating necessary entitlements.

Project code creation: Generate project codes for time tracking purposes when required.

Expire entitlements: Manage entitlement expiration based on agreed license durations.

Maintain visibility: Ensure real-time visibility into customer activities and interactions.

Process quotes: Convert quotes into orders for streamlined service delivery.

Service consumption processing: Manage service consumption processes effectively.

Invoice approval: Approve invoices for payment after thorough verification.

Revenue recognition: Perform activities related to accurate revenue recognition.

PO creation and management: Handle general PO creation, submission, and ongoing management.: Initiate requisitions for procurement needs partner POs.

Process returns and corrections: Handle returns and corrections efficiently to maintain accurate financial records.

2. Accounts Payable/Receivable

Implement early payment discounts: Develop strategies and processes to encourage customers to take advantage of early payment discounts.

Call management: Communicate with customers regarding invoice or billing questions to ensure clarity and resolve any issues.

Distribute commissions/payment disbursement: Manage the distribution of commissions and payments efficiently.

Manual invoice creation: Manually create invoices when necessary to ensure accuracy and compliance.

Tax calculations: Perform tax calculations for invoices as applicable to ensure compliance with regulations.

Customer reports and aging: Compile customer reports and aging analyses to track payment status and identify overdue accounts.

Setup payment methods: Establish various accepted payment methods to facilitate customer transactions.

Reconcile invoices: Match distributed invoices with recognized revenue during specific periods.

Enter voucher: Accurately input voucher details into the financial system to ensure proper tracking and payment.

Receive invoice: Manage the receipt of invoices from vendors, ensuring all necessary information is documented for processing.

3. People Management and General:

Support and coordinate the team on daily processing/operations, workload allocation

Oversee process KPI's and metrics, provide deep analysis with understanding of root causes

Assist to hire, groom and help new members to onboard

Provide input for promotions and staff reviews

Facilitate regular 1 on 1 meetings and direct goal development and progress

Perform weekly trending-based coaching to manage team members performance

Handle a Team of FTEs and be responsible for day-to-day quality assurance, monitoring and coaching of the team

Contact person for client and internal stakeholders for any customer relations related issues.

Provide technical guidance and share knowledge on processes and systems within the team in daily operations, train new joiners

Manage the flow of day-to-day operation, Respond to customer queries and concerns

Interact with client to assess and provide feedback to every team member about their daily deliverable accuracy, quality of work and any future value addition projects

People Management be a peoples manager involving in hiring, structured learning path, operations mentor for the team

Lead multiple internal and external stakeholders

Support the metrics reporting for the relevant process

Qualifications we seek in you!

Minimum Qualifications

Bachelor's degree

Excellent professional experience in Quoting and Order including contracting, supplier onboarding, MDM, Order and PO Processing

Relevant client services experience

Project management experience

Good understanding of processes, solutions, and competition in the market

Experience/exposure to related areas like Supply Chain, Quality, and Compliance.

Significant experience in High-Tech and Manufacturing Industries

Desire and capability to continuously learn, quickly becoming a subject matter expert in all sales and commercial processes and offerings

Good knowledge of current Digital solutions

Exposure to data, analytics, and insights within this area

Ability to create highly professional and polished client deliverables

Ability to manage client escalations

Excellent communication, presentation, and detail-oriented analytical skills

Ability to work in a matrixed environment

Strong analytical skills with attention to detail.

Process/Domain Experience: Service Management

o Quote to cash process and sales administration

o Contract Management

o Order Management

o Supplier Onboarding

o Purchase Order Management

Process/Domain Experience: Accounts Payable/Receivable

o Experience in invoicing, payment processing, or related roles.

Proficiency in financial management systems and software

Preferred Qualifications/ Skills

Ability to learn quickly

Diploma / Post Graduation in International supply chain management / Sourcing Management

Excellent Communication skill and the ability to engage customers in significant discussions

Oracle, ServiceNow, SAP, knowledge and experience would be an added advantage

Possess the following key behaviours: Accountability, Planning and Organization, Teamwork, Flexibility and Problem Solving

Proficiency in coaching skills and with high level of confidentiality and professionalism

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.