Process Developer / Management Trainee / Assistant Manager

About the Role

Genpact is seeking an I2C - Process Developer / Management Trainee / Assistant Manager to join their team. This role focuses on driving change through AI and digital innovation, working with advanced technology solutions for global enterprises.

Key Responsibilities

• Claims and Deductions Management:
• Register, analyze, and collaborate with internal stakeholders to resolve customer claims and deductions, including returns and refusals.
• Monitor open claims and deductions to ensure resolution within defined turnaround times.
• Gather required information and document cases for proper categorization of uncategorized claims.
• Review and ensure all claims-related documentation is attached to cases.
• Manage claims and deduction resolution through collaboration with Sales, MSSU/CFSC, Finance, Marketing, Physical Logistics, and Supply Chain.
• Manage the closure of non-valid claims and deductions with Collections.
• Manage the closure of valid claims and deductions via Credit Note creation.
• Ensure all customer claims and deductions are closed within predefined timeframes.
• Trigger and review Claims and Deductions Ageing Report.
• Propose lists of deductions to be purged and claims to be closed according to Market Credit Policy, and execute after Credit Management approval.
• Monitor and close open Customer Credit Notes.
• Resolve digitization issues and manually register customer claims in case of failures.
• Ensure regular and effective reporting of Key Performance Indicators (KPIs/PPIs/HealthChecks) and Claims and Deduction Management activities.
• Propose rules to identify duplicate claims records, match deductions with credit notes, and match existing credit notes with claim cases.
• Organize and ensure ongoing training for Claims and Deduction Management activities.
• Participate in Continuous Improvement activities related to Claims and Deduction Management.
• Returns and Refusals Management:
• Compare and analyze differences between return requests, original POR and COD (when applicable) and goods received at the warehouse.
• Assess the value of Credit Note or Debit Note linked to a return by matching SKUs to the original invoice.
• Manage and resolve Over and Under deliveries cases, interacting with Physical Logistics and other E2E functions.
• Ensure regular and effective implementation of the Returns and Refusals Market Policy in all customer requests.
• Ensure regular and effective implementation of customer-specific agreements (e.g., extended time for POD confirmation, collection of returns from indirect customers).
• Ensure all supporting documentation for Returns and Refusals cases resolution are archived.
• Validate that no open claims related to Returns and Refusals cases remain open after resolution.
• Develop and send "Rejection Letters" to customers for non-approved Returns requests.
• Collaborate with Collections for deductions related to non-approved Returns and Refusals requests.
• Responsible for the closure of all exception cases in the Delivery Differences Cockpit.
• Participate in Continuous Improvement activities related to Returns and Refusals Management.
• Organize and execute ongoing training for Returns and Refusals Management, including updates on Market R&R Policy, best practices for Refusals Mitigation Actions, and knowledge sharing.

Key Relationships

• Internal to Group: Credit Management, MSSU/CFSU, Payment Application, Collections, Billing, Pricing Management, O2C Reference Data, Sales, Marketing, Finance, Physical Logistics, Customer Solutions Analyst, Process Optimization Team, Accounts Payable.
• External to Group: Customers.

Requirements & Tech Stack

• SAP
• MS applications

Qualifications

• Relevant operational experience in Order to Cash.
• Experience in Credit and Collection Area is an advantage.
• Working as a team player within internal and external groups.
• Proficient analytical skills.
• Background in Accounting is an advantage.
• Able to propose and implement improvements in procedures.
• Excellent communication and negotiation skills.
• High Customer Service skills.
• Advanced Level in English.
• College/University degree.
• For external candidates: 2+ years of experience in accounts receivables.
• Core knowledge of the 10 Corporate Business Principles.
• Expert knowledge in areas of responsibility.
• Good knowledge of the internal sales process, related policy, and trade terms.
• Solid understanding of local, channel, and business-specific commercial practices.
• Thorough knowledge of the AR/AP/Order-To-Cash end-to-end processes, including existing and developing functionalities.
• Solid understanding of internal controls and the GLOBE best practices & systems supporting these E2E processes.
• Solid understanding of accounting standards for Accounts Receivables.