OTC Front Line Manager

Ready to shape the future of work? 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 Front Line Manager for Order-to-Cash Operations!
In this position you will be responsible for leading the end-to-end Order-to-Cash (OTC) service delivery organization across North America and Latin America. This role oversees multiple operational functions including Cash Application, Credit Management, Collections, Dispute Management, Claims Management, and Accounts Receivable processes while ensuring service excellence, operational efficiency, compliance, and continuous improvement.The incumbent provides strategic and operational leadership to a team and their respective organizations within a shared services or delivery center environment. The role acts as a key business partner to internal stakeholders, customers, finance leadership, sales organizations, and regional business teams, ensuring alignment between operational performance and business objectives.
ResponsibilitiesLead end-to-end Order-to-Cash operations across multiple countries within North America and Latin America.Ensure delivery of services in accordance with agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational targets.Drive operational excellence through effective governance, performance monitoring, and risk management.Own service delivery outcomes, customer satisfaction, and business continuity plans.Establish operational strategies that support organizational goals and regional business requirements.Facilitate governance meetings, operational reviews, and executive business reviews.Communicate performance, risks, opportunities, and improvement initiatives effectively to leadership.Influence decision-making through data-driven recommendations and business insights.Collaborate with Global Process Owners and Finance leadership to align delivery objectives with corporate priorities.Manage operational risks and execute mitigation strategies.Foster a high-performance culture focused on accountability, collaboration, customer service, and continuous improvement.Drive workforce planning, succession planning, talent development, and employee engagement initiatives.Ensure appropriate organizational structure and resource allocation to support business demands.Lead employee performance reviews, talent calibration, and development planning activities.Manage operational budgets, staffing models, and resource planning activities.Drive productivity improvements while maintaining service quality standards.Monitor delivery center financial performance and cost efficiency.Prepare and present business reviews, performance reports, and operational dashboards.Oversee administrative activities required for effective delivery center management.
Qualifications we seek in you!Minimum QualificationsBachelor's Degree in Finance, Accounting, Business Administration, Economics, or related field.Master's Degree or MBA preferred.Experience in Finance Operations, Shared Services, Business Process Outsourcing, or Global Business Services.Experience managing large-scale Order-to-Cash operations.Leadership experience managing managers and multi-level organizations.Experience supporting North American and Latin American markets.Proven track record delivering operational transformation and process improvement initiatives.Experience managing executive-level stakeholders in a multinational environment.
Preferred Qualifications/ SkillsTechnical CompetenciesEnd-to-End Order-to-Cash ExpertiseAccounts Receivable ManagementCash ApplicationCredit & Risk ManagementCollections StrategyDispute ResolutionClaims ManagementShared Services OperationsProcess ExcellenceGovernance & ControlsERP Systems (SAP, Oracle, Microsoft Dynamics)Reporting & Analytics
Leadership CompetenciesStrategic ThinkingExecutive PresenceDecision MakingStakeholder InfluencePeople DevelopmentChange LeadershipCustomer FocusBusiness AcumenContinuous Improvement MindsetResults OrientationConflict ResolutionCollaboration Across Cultures
Why join Genpact? Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation Make an impact – Drive change for global enterprises and solve business challenges that matter Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities 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 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. 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.