Manager - Customer Enablement / Experience: ICAN

Ready to shape the future of work?

At Genpact, we dont just adapt to changewe drive it. AI and digital innovation are redefining industries, and were leading the charge. Genpacts AI Gigafactory, our industry-first accelerator, is an example of how were scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team thats shaping the future, this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation, our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook.

Inviting applications for the role of ICAN Manager/Senior Manager

This role involves managing large engagements and establishing deep and trusting relationships with clients who we serve. You will leverage your existing expertise in sales and commercial processes and grow your knowledge base to consult our clients as a subject matter expert in all processes including value chain analytics, lead generation, deal desk, pricing management, trade promotion optimization, contract management, order management, order fulfillment, and deductions and dispute processing. You will learn our end-to-end service offerings, including advisory, digital, analytics, and outsourcing, to advise our clients what transformation opportunities exist to meet their desired outcomes

Responsibilities

Leading operations and spearheading processes for excelling business targets for the Business Unit

Proactively resolve people issues and ensure that attrition is well below the defined target

Meet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Productivity per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards, other deliverables as required

Driving Continuous Improvement Initiatives

Develop and implement measurement systems and provide insightful analytics around the metrics.

Communicate with the customer on a regular basis to discuss operational issues, raise issues proactively & build relationship, understand customer issues proactively, fix to get the delight factor

Set goals for the team and communicate goals on a regular basis

Assist sales team with solutioning, proposals, and deal pitches

Manage cross-functional teams to deliver engagements with world-class quality

Provide insights on clients business and financial performance and drive business strategies within operating teams to add value to the client

Deliver projects on time, with great quality, and with close communication internally and externally

Interact with client to assess and provide feedback to every team member about their daily deliverable accuracy, quality of work and any future value addition projects

People Management be a peoples manager involving in hiring, structured learning path, operations mentor for the team

Lead multiple internal and external stakeholders

Support the metrics reporting for the relevant process

Support and coordinate the team on daily processing/operations, workload allocation

Oversee process KPIs and metrics, provide deep analysis with understanding of root causes

Qualifications we seek in you!

Minimum Qualifications / Skills

Bachelor's degree

Excellent professional experience in Order Management/Quoting and ContractingOr Customer Relations.

Relevant client services experience

Project management experience

Good understanding of processes, solutions, and competition in the market

Experience/exposure to related areas like Supply Chain, Quality, and Compliance.

Significant experience in High-Tech and Manufacturing Industries

Good knowledge of current Digital solutions

Exposure to data, analytics, and insights within this area

Ability to manage client escalations

Excellent communication, presentation, and detail-oriented analytical skills

Ability to work in a matrixed environment

Process/Domain Experience:

oOrder Management (Entry/Amendment)

oQuote to cash process and sales administration

oCoordination with Logistics / Supply chain teams

oPre-Sales & Post-Sales Support

Knowledge on Logistics & Returns, Allocations, Material management, Vendor and Carrier relationship management, Contract Management, Credit & Debit, Warehouse follow up, Inbound & Outbound Accrual Freight Report, Consolidated reports for logistics.

Preferred Qualifications/ Skills

Diploma / Post Graduation in International supply chain management / Sourcing Management

Possess the following key behaviors: Accountability, Planning and Organization, Teamwork, Flexibility and Problem Solving

Proficiency in coaching skills and with high level of confidentiality and professionalism

Why join Genpact?

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Lets build tomorrow together.