I2C - Senior Manager

Genpact; Hyderabad; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

Genpact in Hyderabad is seeking a Senior Manager for Claims and Deductions Management responsible for registering, analysing, and resolving customer claims and deductions related to returns and refusals. You will monitor aging, collaborate with Sales, MSSU, CFSC, Finance, Marketing, Logistics, and Supply Chain to close cases within policy timelines.

You will lead continuous improvement efforts, coach the team, and ensure regular KPI reporting.

Qualifications

• Strong ability to analyze claims and deductions datasets.
• Experience with cross-functional collaboration across sales, finance, logistics and collections.
• Ability to monitor ageing and ensure timely resolution per market policy.

Responsibilities

• Register, analyse and resolve customer claims and deductions including returns and refusals.
• Monitor aging and ensure resolution within defined turnaround time.
• Collaborate with internal teams to close valid/invalid claims and issue credit notes.
• Prepare KPI/PPIs health checks and drive continuous improvement.

Skills

Stakeholder management

Analytical skills

Process improvement

Data analysis

Job description

At Genpact we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries and we’re leading the charge. Genpact’s AI Gigafactory our industry-first accelerator is an example of how we’re 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 that’s shaping the future this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep 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 teams implement data technology and AI to create tomorrow today. Get to know us at genpact.com and on LinkedIn X YouTube and Facebook.

Inviting applications for the role of - I2C - Senior Manager

Responsibilities:

The Claims and Deductions Management is accountable to register, analyse and collaborate with internal stakeholders to solve customer claims and deductions including those related to returns and refusals. In addition, the role monitors open claims and deductions to ensure that the aging of those are within the market defined turnaround time for resolution.

• Claims holding customers payments Responsible for gathering the required information (including internal collaboration) and document cases for the proper categorization in case of uncategorized claims Reviews and ensures that all claims related documentation is attached in the case Manages claims and deduction resolution through collaboration with Sales, MSSU / CFSC, Finance, Marketing, Physical Logistics and Supply Chain Manages the closure of non-valid claims and deductions with Collections
• Manages the closure of valid claims and deductions via Credit Note creation Responsible for ensuring that all customer claims and deductions are closed within predefined timeframes Trigger and Review Claims and Deductions Ageing Report Propose list of deductions to be purged and claims to be closed - According to Market Credit Policy - and execute proposal after Credit Management approval Monitor and Close Open Customer Credit Notes Resolve digitization issues and register manually customer claims in case of digitization failures Ensures regular and effective reporting of the Key Performance Indicators (KPIs/PPIs/Health Checks) and Claims and Deduction.
• Management activities to minimize risk and proactively identify problem areas using analytical tools. Proposes the rules to identify duplicate Claims records, rules to match deductions with credit notes and rules to match existing Credit Notes with Claim Cases.
• Organizes and ensures ongoing training for Claims and Deduction Management activities Participates on Continuous Improvement activities related to Claims and Deduction Management Compares and analyses differences between return requests, original POR and COD (when aplicable) and the goods received at the warehouse Assess value of the Credit Note or Debit Note linked to a return by matching SKUs in the return to the original invoice.
• Responsible for the management and resolution of Over and Under deliveries cases including the interactions with Physical Logistics and other E2E functions when needed (e.g. Demand Management, Billing, Payment Applications)
• Ensures regular and effective implementation of the Returns and Refusals Market Policy in all customer requests Ensures regular and effective implementation of Customer specific agreements. E.g.: Extended time for POD confirmation, Collection of Returns from Indirect Customer.
• Ensures that all supporting documentation for the Returns and Refusals cases resolution (POD, POR, PGI, COD, Sales approvals…) are archived in the corresponding Indexed Document Repository Validates that no open claims (Claims and Deduction Management) related to Returns and Refusals cases remain open after the resolution of the R&R Cases Develops and sends "Rejection Letters" to customers for non-approved Returns requests Collaborates with Collections for deductions related to non-approved Returns and Refusals requests.
• Ultimate responsible for the closure of all exception cases in the Delivery Differences Cockpit Participates on Continuous Improvement activities related to Returns and Refusals Management Organizes and executes ongoing training for Returns and Refusals Management including updates on Market R&R Policy, Best practices for Refusals Mitigation Actions, Knowledge sharing across team members.

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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.

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.