Source to Pay Tower Lead – Senior Manager – English – Hybrid Bucharest Bucharest

Source to Pay Tower Lead – Senior Manager – English – Hybrid Bucharest
Bucureşti
Bucharest, Bucharest, Romania

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125, 000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.



Inviting applications for the role of Source to Pay Tower Lead – Senior Manager – English – Hybrid Bucharest 



In this role, you will handle a team of ~90 people with direct supervision. The role would require leading teams to ensure
-
- class shared service support to our global clientele in the F&A domain.

Ensure the delivery and execution of Source to Pay services of the Financial Shared Services Organization. Facilitate and manage communication and issue resolution between our external vendors and internal customers.



Responsibilities

Process: 

• Achieving KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks 

• Analyzing data and trends, implementing projects for continuous improvement based on Lean Six Sigma methodologies 

• Owning implementation and delivery of Operational Excellence Framework including Visual Management System 

• Utilize capacity management tools to rightly schedule resources to meet demand for operations 

• Ensure the teams have all operational resources, such as IT, Facility, Training, etc.  

• Own the creation, update and maintenance of Standard Operation Procedures and Knowledge Management tool 

• Create reporting both for client and Genpact management for Operations review 

• Identify recurrent problems/issues in Operations and resolve; 

• Participate in governance meetings at country / region level; Actively work with the team and ensure right collaboration with the team members properly to meet the deliverables and motivate & help them to develop the process standards.

• Completing the accounting process controls established through the internal policies.

• Ensure Key Metric’s are met, and service is delivered to end users as expected.

• Daily Quality check of volume processed by team.

• Conducting 1-0-1 for all team members as per procedure.

• Updating 360 dashboard daily.

• Manages the team for the creation, update, and review exercises of the standard operating procedures to ensure approval as per the expected deadlines.  

• Monitors and
- up the training plans for the team members; completion on time and highlight potential risks for delays. Ensures the back up and cross training structures in the team.

Client: 

• Display and practice excellent client handling skills to ensure successful NPS scores and customer satisfaction 

• Escalation tracking and resolution for client issues 

• Be part of the client organization to drive improvement projects 

• Own and hold periodic reviews with clients on Operational performance 

• Ensure client response time is within acceptable limits set with the client and deadlines are met with accuracy; 

 

People: 

• People management – Ensuring Retention metrics are met, and employee satisfaction scores are delivered via practicing people leadership skills and implementing HR best practices and initiatives 

• Being part of people initiatives organized by HR team and owning delivering on the same 

• Monthly, Quarterly and Yearly Individual Performance discussions and appraisal 

• Developing development action plans, coaching, and mentoring team members, developing talent, organizing career path meetings with team members 

• Owning and facilitating team meetings daily for better process performance and enhancement 

• Conflict Management and resolving issues not only within team, but also
- team and cross functional 

• Maintain discipline and positive behavior / environment in the team 

• Own 100% accurate and timely inputs for the team they supervise for salary, leaves and incentives and other HR systems like employee health and safety regulations, etc.  

• Own organization of motivational programs for team members 

• Participating in selection of new team members or hires within Genpact 

• Ensuring Learning Path for all team members is completed within deadlines 

• Keeping the team motivated and focused, closely monitoring the service delivery operations to ensure compliance with key metrics and contractual SLAs, interacting with and managing customers & key stakeholders on a
-
- day basis and undertaking regular process improvement measures based on customer feedback and data analytics; 

 

Profitability: 

• Input and maintain data in all HR and Finance related tools to ensure right billing 

• Drive productivity improvements within operations 

• Farm new opportunities for revenue enhancement or cost reduction.

 Qualifications

Minimum qualifications

• Full professional knowledge of English, min. C1 

• Bachelor's degree or equivalent experience. Should be Analytically & Academically sound

• Prior work experience

• Excellent Leadership skills. Relevant years of People Leader experience

• Demonstrated experience in resource management, team performance management, recruitment, and training

• Proficient in using the MS Office package especially with MS Excel, Power
Point, Outlook

• Excellent communication & presentation skills

• Relevant STP domain experience for the position applied for, e. g. : Sales Administration, IT, F&A, Procurement, SCM, Call Center, etc. ; & a relevant years of SAP experience is mandatory.

Preferred qualifications 

• Exposure to Six Sigma training preferred

• Prior experience of generating reports from SAP would be an added advantage

• Candidates with prior voice experience preferred

• Experience with international process transition would be added advantage

• Experience in creating, implementing & driving Structured Action Plans

What can we offer?

• Attractive salary

• Work in a multicultural and diverse environment with employees from over 30 countries 

• Genpact professional trainings and distinguished career development opportunities 

• Friendly work environment (Best Office Award 2015) 

• Free access to our
- winning learning platform

• Benefits such as gym, cafeteria, hairdresser, and a medical center, all conveniently located on the office campus