Genpact | Front Line Manager - Supply Chain Management 4C

Responsibilities

• We are seeking a highly capable Order-to-Cash (O2C) / Export Services Front Line Manager with strong end-to-end process understanding, covering Order Management, Customer Service, Billing Support, Collections, Disputes, and Cash Application.
• The role requires managing global customers across regions (US, Canada, LATAM, EMEA, APAC) and ensuring seamless execution across pre-invoice and post-invoice processes, while driving customer satisfaction, compliance, and cash flow outcomes.
• This position serves as a primary liaison between various departments and functions to investigate, resolve and respond to issues and questions.
• Ensures customer orders are processed, shipped, and invoiced.
• Manage Billing Queries & Invoice support.
• Drive Collections (multi-channel: calls, emails, cases).
• Handle Disputes & Returns resolution.
• Execute Credit Release decisions (as per policy).
• Perform Cash Application and reconciliation.
• Manage global customers and distributors.
• Support high-touch accounts aligned to CSR/CIR ownership model.
• Lead, mentor, and develop a team of O2C and/or Export analysts.
• Conduct performance reviews and identify opportunities for professional development.
• Monitor and report on the performance of the team against SLAs and KPIs.
• Implement corrective actions and improvement plans to address performance gaps.
• Develop and implement efficient workflows and processes.
• Ensure accurate and timely application of cash against open invoices in ERP systems.
• Monitor unapplied cash, partial payments, and aging buckets and drive timely resolution.
• Review and resolve complex payment exceptions, missing remittances, and high-value items.
• Monitor resource capacity management (RCM) and adjust resources as needed.
• Ensure compliance with SOX, audit requirements, and internal control standards.
• Review and approve critical postings, write-offs, and escalations.
• Maintain SOP compliance and ensure audit-ready documentation.
• Provides support tasks, including efficient, accurate order processing & fulfillment of an assigned account base and acts as a liaison between the customer, outside sales, and internal departments.
• Assist transportation planners in resolving issues and communicating with appropriate parties as vital.

Qualifications

• Certified Supply Chain Professional (CSCP).
• Bachelors - Business Administration, Bachelors - Industrial Engineering, Bachelors - Logistics, Bachelors - Supply Chain Management, Masters - Operations Management

Genpact

Genpact is a global professional services and technology firm known for running and transforming business processes for large companies. It began in 1997 in Gurugram as a business unit of General Electric and became an independent company in 2005.

Finance and accounting is one of Genpact's core practices. The firm regularly hires CAs, CMAs and commerce graduates for record-to-report, order-to-cash, procure-to-pay, FP&A, and risk and controls roles.

• Industry: Professional services and business process management
• Headquarters: New York, USA
• In India: Major centres in Gurugram, Hyderabad, Bengaluru, Kolkata, Noida and other cities