Accounts Payable - Senior Process Associate - English – Remote RO*
Genpact
5 - 10 years
nan
Posted: 13/03/2025
Job Description
Responsibilities
Provide expert guidance to end-users on PR, PO, AP, MDM and T&E process as well as 'How To' type help requests;
Provide assistance to customer's end-users on PR, PO, AP, MDM, T&E process issues and 'stuck' transactions;
Perform delegation role on problem transactions according to processes and procedures in place;
Provide outbound telephony support in the agreed languages and English where needed;
Redirect queries received but not in scope of helpdesk to other support areas according to agreed procedures;
Manage in-scope queries through to resolution and update the ticketing system throughout;
Define SLAs and critical metrics for the helpdesk operations including reporting and escalation responsibilities;
Generate reports and dashboards on helpdesk performance according to above KPIs/SLAs;
Find opportunities for efficiency improvements of helpdesk processes including the use of LEAN methodology and automation where feasible;
Recommend target updates to training or help materials and new training requirements based on high frequency calls to helpdesk (type of call, business areas etc.) with the aim of reducing helpdesk calls and increasing the percentage of self-service.
Implement processes for securing and reporting quantitative and qualitative customer (of helpdesk) satisfaction assessments including regular feedback (post-call), periodic surveys and corrective action plans based on findings;
Maintain helpdesk scripts and standard operating procedures for team to ensure up to date with the latest service requirements and any tool changes/enhancements.
Qualifications
Minimum Qualifications:
Very good written and verbal English Language skills, min C1
Good attention to details and self-discipline
Preferred Qualifications
Interpersonal skills and the capacity to work independently and with a team.
Previous experience in the AP and T&E fields represents an advantage for future applicants.
What can we offer?
Attractive salary;
Stable job offers - employment contract
Work in a multicultural and diverse environment with employees from over 30 countries
Genpact supports professional trainings and great career development opportunities
Free access to our award-winning learning platform
Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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