Service Delivery Manager - F&A - I2C 4C

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.

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Job Description

Manage the entire Invoice to Cash process, including billing, credit control, collections, dispute management, and cash application.

Ensure compliance with internal controls, corporate policies, and regulatory requirements.

Deliver services in line with defined SLAs, KPIs, and operational standards.

2. Team Leadership & People Management

Lead and manage a team of I2C specialists (onshore/offshore) across different sub-processes.

Drive performance management, training, development, and employee engagement.

Allocate resources effectively to handle volume spikes and key account priorities.

3. Billing & Invoicing

Oversee timely and accurate generation of customer invoices, ensuring adherence to contract terms and tax rules.

Ensure electronic or manual billing processes function correctly, especially in integrated ERP or billing platforms.

4. Credit Management

Ensure customer credit limits and risk profiles are properly assessed and reviewed periodically.

Collaborate with finance and sales teams to approve or revise credit terms based on risk assessments.

5. Collections & Dispute Resolution

Monitor collection activities and aging reports to minimize overdue receivables and reduce DSO.

Drive timely follow-ups and escalation protocols for delayed payments.

Oversee dispute resolution processes by coordinating with sales, operations, and legal teams.

6. Cash Application & Reconciliation

Ensure incoming payments are accurately applied to customer accounts.

Manage unallocated cash and unapplied credits efficiently.

Coordinate with treasury and banking teams for timely reconciliations.

7. Process Improvement & Automation

Identify areas for automation, digitization, or process optimization (e.g., dunning letters, RPA in cash apps).

Implement lean initiatives or Six Sigma methodologies to improve accuracy and turnaround time.

Ensure continuous improvement practices are adopted by the team.

8. Stakeholder & Customer Relationship Management

Act as the key liaison between finance, customer service, and sales teams regarding I2C matters.

Build and maintain strong relationships with key customers to improve payment behavior and dispute resolution.

Participate in governance meetings and business reviews with internal and external stakeholders.

9. Compliance, Audit & Risk Management

Ensure I2C processes comply with SOX, GAAP/IFRS, tax regulations, and corporate policies.

Support internal and external audits by providing documentation and process walkthroughs.

Mitigate financial and reputational risk by enforcing internal controls and escalation protocols.

10. Reporting & Performance Analytics

Provide regular reports on AR aging, collection efficiency, DSO, bad debt provisioning, and cash flow impact.

Use analytics to identify trends, risks, and opportunities for performance improvement.

Present dashboards and insights to leadership and finance teams.

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.