Manager

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Manager, Customer Care- Collections Analytics

In this role, We are looking for a B2B Collections Manager, whose objective is to support and guide the team leads from an operational, analytical and tactical standpoint, by handling stakeholder requests, solving their questions, auditing and controlling different activities, along with running reports, maintaining files and leading continuous improvement initiatives.

Responsibilities

Manage floor coverage in a team environment to drive performance

Provide support, instruction, and mentoring to a team of 2-3 front-line managers

Actively pursue initiatives that aid team members in achieving individual and team Key Performance Indicators

Work in tandem with the Supervisor to identify and address performance and developmental opportunities

Foster and support a complementary team environment across differences (race, age, gender, sexual orientation, etc.)

Coordinate daily schedule with Supervisor and set daily mentor activities

Provide non-critical quality feedback (Call Quality exposure)

Conduct effective meetings with internal and external (clients) stakeholders

Promote and drive performance blitzes & contests

Establish and maintains effective working relationships with peers and partners in other business units with the goal of optimizing Citi Brands client relationships

The first point of contact for customer raised calls

Help develop agents to be self-sufficient by helping them find the answers themselves

Share thoughts on team and ideas on how to improve the performance of the team, morale, etc.

Qualifications we seek in you!

Minimum qualifications

· Expertise in the B2B Collections Operations and Leadership Management & thorough understanding of complete Oreder to cash cycle.

· Understanding of dispute management & collaboration with different teams.

· Experience in B2B collections / OTC

· Proven ability to effective lead a team of 30+ employees

· Excellent communication

· Ability to balance priorities across multiple internal and external teams/client

· Strong analytical skills – ability to interpret data to drive actions

· Energy/Appetite for driving Performance, Productivity and Growth.

· Strong Interpersonal Skills.

· Self Starter / Extremely self-motivated and ability to work independently.

· Lean Mindset

· Strong Presentation and Influencing Skills

Preferred qualifications

· College graduate. Preferably Commerce Graduate

· Problem-solving ability

· Account management and planning experience preferred, ability to gain senior client buy-in.

· Proven experience with LEAN, Six Sigma methodologies

· Ability to work independently

· Ability to work under pressure in a fast paced environment

· Demonstrated effective organization skills and attention to detail

· Strong analytical skills Organization and time management skills

· Strong interpersonal and team building skills

· Strong verbal and written communication skills

· Strategic thinking and Results Oriented

· Strong orientation towards process improvement

· Ability to build and maintain effective customer/client relationships

· Ability to manage through multiple systems and competing priorities

· Ability to collaborate & negotiate with multiple stakeholders in order to resolve issues

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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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. c

Schedule: Full-time

Travel: