Senior Process Associate, Accounts Payable

March 11

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Genpact

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Genpact is transforming the way businesses work with intelligent AI agents. The company specializes in providing comprehensive AI solutions and expertise in deploying AI and analytics to improve business outcomes. By enhancing operations in areas such as finance, customer care, and supply chain management, Genpact accelerates digital transformation and operational excellence for its clients.

Banking & Financial Services • Energy • Insurance • Healthcare Payer • Capital Market

10,000+ employees

🤖 Artificial Intelligence

💳 Fintech

☁️ SaaS

💰 Private Equity Round on 2004-12

📋 Description

• Provide expert guidance to end-users on PR, PO, AP, MDM and T&E process as well as 'How To' type help requests; • Provide assistance to customer's end-users on PR, PO, AP, MDM, T&E process issues and 'stuck' transactions; • Perform delegation role on problem transactions according to processes and procedures in place; • Provide outbound telephony support in the agreed languages and English where needed; • Redirect queries received but not in scope of helpdesk to other support areas according to agreed procedures; • Manage in-scope queries through to resolution and update the ticketing system throughout; • Define SLAs and critical metrics for the helpdesk operations including reporting and escalation responsibilities; • Generate reports and dashboards on helpdesk performance according to above KPIs/SLAs; • Find opportunities for efficiency improvements of helpdesk processes including the use of LEAN methodology and automation where feasible; • Recommend target updates to training or help materials and new training requirements based on high frequency calls to helpdesk (type of call, business areas etc.) with the aim of reducing helpdesk calls and increasing the percentage of self-service. • Implement processes for securing and reporting quantitative and qualitative customer (of helpdesk) satisfaction assessments including regular feedback (post-call), periodic surveys and corrective action plans based on findings; • Maintain helpdesk scripts and standard operating procedures for team to ensure up to date with the latest service requirements and any tool changes/enhancements.

🎯 Requirements

• Very good written and verbal English Language skills, min C1 • Good attention to details and self-discipline • Interpersonal skills and the capacity to work independently and with a team. • Previous experience in the AP and T&E fields represents an advantage for future applicants.

🏖️ Benefits

• Attractive salary; • Stable job offers - employment contract • Work in a multicultural and diverse environment with employees from over 30 countries • Genpact supports professional trainings and great career development opportunities • Free access to our award-winning learning platform • Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts