Assistant Vice President - Sales Order Management and Claims Leader
Genpact
5 - 10 years
Noida
Posted: 31/05/2025
Job Description
Responsibilities
Oversee the end-to-end sales order process, ensuring accurate, timely, and efficient order entry, processing, and fulfilment.
Collaborate with the sales, logistics, and finance teams to ensure alignment on order priorities, timelines, and product availability.
Monitor order volumes, identify bottlenecks, and implement corrective actions to improve order cycle times.
Develop and enforce standard operating procedures (SOPs) for the sales order management process.
Ensure service delivery excellence across global teams, meeting or exceeding client KPIs and SLAs.
Manage budgets and optimize resource allocation for efficiency and cost-effectiveness.
Own the strategy for managing customer claims, ensuring quick resolution and maintaining high customer satisfaction levels.
Analyze and assess claims data to identify trends, root causes, and opportunities for process improvements.
Lead cross-functional teams to address claims issues that may require investigation or coordination with multiple departments.
Develop and implement policies to streamline the claims resolution process, reducing the frequency and impact of claims.
Lead process optimization initiatives across Sales Order Management and Claims functions to improve operational efficiency and customer experience.
Drive automation, AI and technology adoption within the order management and claims processes to enhance scalability, reduce manual errors, streamline workflows and improve client outcomes.
Establish and monitor key performance indicators (KPIs) to track the effectiveness of order management and claims processes.
Continuously assess processes for improvement opportunities and implement innovative solutions to address evolving client needs
Design and execute change management strategies to ensure smooth transitions during transformations.
Engage with global teams and clients to foster collaboration, trust, and buy-in for transformation initiatives.
Act as a change ambassador, aligning people, processes, and technology to achieve organizational goals.
Serve as the primary point of contact for senior client stakeholders, ensuring alignment with their strategic objectives.
Build and maintain relationships with internal teams and external clients, fostering open and transparent communication.
Regularly provide updates to leadership and clients on performance, challenges, and opportunities.
Act as a trusted advisor to senior management, providing insights and recommendations on improving customer satisfaction and operational performance.
Lead, mentor, and develop a high-performing diverse team of sales order management and claims professionals
Foster a collaborative and results-driven team culture focused on operational excellence and customer satisfaction.
Promote inclusivity, collaboration, and professional growth within the team.
Establish clear goals, accountability measures, and performance metrics for team members.
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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