Manager Service Management

Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were 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 thats shaping the future this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.
Inviting applications for the role of Manager Service Management
Responsibilities
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.

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.

Management and General:

Support and coordinate the team on daily processing/operations workload allocation
Oversee process KPIs 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
Bachelors 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
oQuote to cash process and sales administration
oContract Management
oOrder Management
oSupplier Onboarding
oPurchase Order Management
Process/Domain Experience: Accounts Payable/Receivable
oExperience 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 140000 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.
Lets 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.