Manager - Service Management

Ready to shape the future of work? 
At Genpact, we don’t just adapt to change—we 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 anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep 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 teamsimplementdata, technology, and AItocreate tomorrow, today.

Inviting applications for the role of Manager, Service ManagementResponsibilities

•    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

Preferred Qualifications/ Skills