Front Line Manager - F&A - I2C 4C

Genpact; Gurugram District; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Genpact in India is seeking a Front Line Manager - F&A I2C to lead order processing, customer service, and master data integrity within ERP environments. You will oversee ticket coordination, data management, and cross-functional collaboration in a fast-paced setting.

The role emphasizes ownership, process improvement, and strong communication with Sales, Credit risk and support teams to ensure accurate, timely orders and excellent customer experience.

Qualifications

• Professional experience in customer service and order processing.
• Hands-on SAP/ERP experience; SAP S/4HANA and Salesforce will be an advantage.
• Strong written and verbal communication skills in English.

Responsibilities

• Review, validate and process incoming customer and service-related requests.
• Check service tickets, create new tickets where required and route them to the appropriate support teams.
• Maintain customer, contact and order-related data in ERP systems.
• Coordinate regularly with Sales, Service, Credit risk team, Customer Support and other business functions.

Skills

Account Reconciliations

AR

AR Collections

Client Relationship Management

Deductions Management

MS Office

People Leadership

Salesforce Platform

SAP ERP

Education

Bachelors - Accounting

Bachelors - Commerce

Bachelors - Economics

Bachelors - Finance

Masters - Finance

Tools

MS Office

SAP S/4HANA

Salesforce

SAP ERP

Job description

Front Line Manager - F&A - I2C

Ready to turn bold ideas into real-world impact? At Genpact, we don't just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we're at the forefront of it. Genpact's AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies' most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world's leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Customer Issue Resolution Manager:

As an integral part of our operations team, the CIR ensures that customer orders are processed efficiently, accurately, and in a timely manner. This position demands a keen eye for detail, excellent organizational skills, and the ability to work under pressure to meet tight deadlines. From timely release of on order, handle customer inquiries and coordinating with various departments to troubleshooting order discrepancies and ensuring compliance with company standards, the tasks are diverse and essential for maintaining a seamless order fulfillment process. If you thrive in a dynamic environment and are passionate about logistics and customer service, this role offers a rewarding opportunity to contribute significantly to our company’s success.

Key Responsibilities

Customer Service & Ticket Coordination

• Review, validate and process incoming customer and service-related requests.
• Check service tickets, create new tickets where required and route them to the appropriate support teams.
• Handle inquiries from customers and internal stakeholders
• Ensure timely follow-up, clear communication and accurate documentation of customer interactions.

ERP & Master Data Management

• Maintain customer, contact and order-related data in ERP systems.
• Record, update and route relevant customer and service information within Salesforce.
• Ensure data accuracy, compliance and process discipline across systems.

Stakeholder Coordination

• Coordinate regularly with Sales, Service, Credit risk team, Customer Support and other business functions.
• Support process documentation, knowledge transfer and standard operating procedures.
• Help build confidence in the India front-office model through responsiveness, accuracy and ownership.

Process Set-up & Continuous Improvement

• Contribute to the set-up of the new front-office operating model.
• Identify improvement opportunities in workflow, documentation, turnaround time and system usage.
• Support transition activities, knowledge capture and process stabilization.
• Help create the foundation for future expansion of the team.

What We Are Looking For

We are looking for professionals who combine operational excellence with maturity, ownership and international stakeholder orientation.

Experience & Skills

• Professional experience in customer service, order processing, order management
• Hands-on experience with SAP / ERP systems; experience with SAP S/4HANA, Salesforce will be an advantage.
• Good working knowledge of MS Office tools.
• Strong written and verbal communication skills in English.

Behavioral Competencies

• High level of ownership, reliability and attention to detail.
• Strong service mindset and customer orientation.
• Ability to work independently while being highly collaborative.
• Flexible, resilient and comfortable working in a new set-up environment.
• Strong process discipline with the ability to improve ways of working.
• Willingness to learn, adapt and contribute beyond a narrowly defined role.

Qualifications

Bachelors - Accounting, Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Finance

Certifications

ACCA Qualified Accountant (ACCA) - SEGi University and Colleges SEGi University and Colleges, Blackline - Financial Close Level 1 Implementation Certification - NIIT NIIT, Certified Investment Management Analyst (CIMA) - DataTrained DataTrained, Microsoft Excel Certification - Normandale Community College Normandale Community College, SAP Certified Application Associate - SAP S/4HANA for Financial Accounting Associates (SAP S/4HANA 2020) - SAP SAP

Required Skills

Account Reconciliations, Accounts Receivable (AR), Accounts Receivable Collection, Client Relationship Management, Deductions Management, Microsoft Office, People Leadership, Salesforce Platform, SAP Enterprise Resource Planning (ERP)

Language

English

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

F&A - I2C

Remote Type -

Office

Work Shift -

Night Job (India)

Why join Genpact?

• Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
• Make an impact - Help global enterprises solve business challenges that matter
• Accelerate your career - Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let's build tomorrow together.

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 respect and integrity, customer focus, and innovation.