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 Sr. Manager, Customer Care - Collections.
We are looking for Order to Cash professionals who managed B2B Collections and Dispute management process for a period of 8-10 years and have worked preferably on Oracle ERP- Collection module and have a good understanding of Collection SLA delivery, stakeholder management & upstream/downstream of Collection/Exceptions.

Responsibilities

• Manage Supervisors / team leaders doing Account Receivables. This includes providing leadership and coaching sessions to other frontline resources (eg SMEs).
• Manage critical accounts for the team. This includes the collection of invoices and the management of all related processes dispute identification and resolution, account reconciliation, credit balance disposition, and escalation management.
• Ability to comprehend client needs & drive clients / Internal KPIs. Manage positive client perception by resolving concerns while putting the organization’s best interest in mind.
• Ownership to drive the Account reconciliation, SLA Metrics, Promise to pay rate, PD% reduction across buckets, contact skip tracing, dispute resolution, Order releases, DSO etc.
• Ensure Timely escalation of accounts for Support, call out problems to Client stakeholder and or management as appropriate for resolution.
• Find opportunities and recommend solutions for process and automation improvements.
• Implement collections strategy to reduce the past due Research and resolve issues in a manner to expedite all cases to avoid any adverse customer impact.
• Anticipate and plan for new hires; get involved in hiring; prepare for team schedules; plan for resources based on volume projection and current available head count and allocate responsibilities.
• Purposefully resolve people issues and ensure that attrition is well below the defined target.
• Deliver quality customer service by researching and responding to all internal & external partners’ inquiries quickly, optimal and expertly.

Qualifications we seek in you!

Minimum Qualifications / Skills

• College graduate of any course but preferably Business Commerce Graduate
• Strong Communication Skills (verbal and written)
• Managed or Lead a B2B Collection process for US/UK client
• Team Span: will handle 20-30 FTEs
• Shift / Offs: US Shift & Weekends OFF
• High Radius and Oracle experience/ exposure is a plus
• Work Setup: Onsite – will be based in Alabang

Preferred Qualifications/ Skills

• Good Stakeholder/Customer handling skills
• Excellent MS Office skills

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, 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. For more information, visit www.genpact.com . 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.
JobSenior Manager
Primary LocationPhilippines-Muntinlupa City
ScheduleFull-time
Education LevelBachelor’s / Graduation / Equivalent
Job PostingJun 10, 2025, 6:57:38 AM
Unposting DateOngoing
Master Skills ListOperations
Job CategoryFull Tim

• Manage Supervisors / team leaders doing Account Receivables. This includes providing leadership and coaching sessions to other frontline resources (eg SMEs).
• Manage critical accounts for the team. This includes the collection of invoices and the management of all related processes dispute identification and resolution, account reconciliation, credit balance disposition, and escalation management.
• Ability to comprehend client needs & drive clients / Internal KPIs. Manage positive client perception by resolving concerns while putting the organization’s best interest in mind.
• Ownership to drive the Account reconciliation, SLA Metrics, Promise to pay rate, PD% reduction across buckets, contact skip tracing, dispute resolution, Order releases, DSO etc.
• Ensure Timely escalation of accounts for Support, call out problems to Client stakeholder and or management as appropriate for resolution.
• Find opportunities and recommend solutions for process and automation improvements.
• Implement collections strategy to reduce the past due Research and resolve issues in a manner to expedite all cases to avoid any adverse customer impact.
• Anticipate and plan for new hires; get involved in hiring; prepare for team schedules; plan for resources based on volume projection and current available head count and allocate responsibilities.
• Purposefully resolve people issues and ensure that attrition is well below the defined target.
• Deliver quality customer service by researching and responding to all internal & external partners’ inquiries quickly, optimal and expertly