Manager AP Helpdesk & Dispute resolution

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 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
Bachelors 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 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.