Service Delivery Leader - F&A - I2C 4D

Ready to turn bold ideas into real-world impact?

At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.

Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Roles and Responsibilities:

• Ensure delivery in line with contractual commitments, SLA/KPI targets, productivity and customer expectations while driving high client satisfaction
• Manage Customer Master, Order Management, Billing & Invoicing, Accounts Receivable, Collections, Cash Application, and Dispute Management & Resolution processes
• Drive governance and operational reviews with client stakeholders
• Monitor service delivery through dashboards, scorecards, and performance metrics
• Build and maintain strong relationships with Client’s Finance Controllers, Business Finance Teams, Agency Leaders, IT, and Transformation teams
• Conduct Monthly and Quarterly Business Reviews, service reviews, governance meetings, and performance discussions
• Provide proactive recommendations to improve cash flow, collections efficiency, and customer experience
• Manage escalations and ensure timely resolution of critical business issues
• Identify opportunities to expand scope, improve client value, and support account growth
• Drive reduction in overdue receivables and Days Sales Outstanding (DSO). Improve Collection Effectiveness Index (CEI) and cash conversion metrics
• Lead aged debt review meetings and collection strategy discussions
• Ensure robust dispute management and root-cause analysis
• Partner with business teams to resolve billing and payment-related issues
• Lead managers, team leaders, and operational teams across multiple functions
• Build a high-performing and customer-focused culture
• Establish clear performance objectives and drive accountability across the organization
• Drive employee engagement, succession planning, retention, and capability development
• Conduct performance reviews, career coaching, and leadership development initiatives
• Manage workforce planning, resource optimization, capacity requirements, hiring, attrition, productivity, and employee engagement
• Identify automation opportunities through RPA, AI, and workflow technologies
• Lead Lean Six Sigma initiatives focused on productivity and quality improvement
• Drive standardization and harmonization of processes across business units
• Support digital transformation programs and ERP enhancements
• Deliver measurable productivity and cost-saving initiatives
• Ensure compliance with SOX, audit requirements, internal controls, and client policies
• Manage operational risks and establish preventive controls around billing, cash application, credit, collections, write-offs, and customer master data
• Maintain process documentation and governance frameworks around data security, segregation of duties, and financial controls
• Support internal and external audit activities
• Analyze trends related to collections, disputes, aging, and cash application
• Present executive-level MIS and business insights

Qualifications

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Why join Genpact?

• Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
• Make an impact - Help global enterprises solve business challenges that matter
• Accelerate your career - Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• 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 140,000+ coders, 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.