Genpact

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 applicants to OTC Supervisor - Trilingual

We are looking for someone to be responsible for managing team of individuals across the Quote to Cash value chain. Monitor compliance with contractual obligations and production trends through analytics and root cause analysis. Provide recommendations to management for process improvements based on analytical findings and provide exceptional customer service and operational excellence

Responsibilities

• Overseeing the order to Cash process including Customer care support, Collections, Order management, fulfilment & invoicing and disputes and resolution management
• Act as a second level of escalation
• Ensure that service level expectations are met or exceeded
• Be a reference on OTC process questions and ensure work instructions are up to date by leading audits.
• Ensure accuracy of the data entered – pricing, effective dates etc.
• Proactively identify customer price file discrepancies and work to resolve.
• Act as escalation point for any issues, send out proactive communications.
• Review and approve key changes to contracts – pricing, effective dates for key customers / high $ value.
• Perform trend analysis for process improvements.
• Manage communication and with focus on speed to answer and comprehensive responses.
• Identify opportunities and recommend solutions for process and automation enhancements.
• Review exception reports daily and utilize reporting to identify possible issues.
• Proactively work with suppliers to ensure compliance with agreements, specifically the timeliness and completeness of information.
• Review potential escalation issues and proactively plan for solution.
• Work as second validator on baselining analysis and billing validations.
• Capable to manage an operation, KPIs, metrics management and controls.
• Propose and participate on transformation and process improvement projects, applying lean and six sigma tools, like VSM, Time and Motion.
• Deliver effective training programs to enhance the skills and knowledge of team members.
• Identify and suggest team best practices and Assist and support the all temas in the implementation of project initiatives
• Ensure stakeholders queries are attended to and resolved in a timely, responsible and proactive manner.
• Support new and existing team members through accurate knowledge transfer; sharing of resource, knowledge and experience and standard methodology thereby ensuring quality is maintained through any staff transition

Qualifications

• Bachelor degree in Accounting, Finance or Administration.
• Several years of experience in OTC processes.
• Previous experience in Operations environment, in BPO / Shared Service companies.
• Experience leading teams.
• Proficient in English (B2), Portuguese - Proficient level (B2).
• Experience should include contract administration, contract maintenance, contract compliance, Customer service and order management, invoice management, problem solving, research and analysis, in the life sciences industry
• Demonstrated ability to identify gaps in business operations and offer potential solutions.
• Good Negotiation Skills.

Preferred qualifications

• Strong Interpersonal Skills (Clear verbal and written Communication, Problem solving, etc.)
• SAP SD / S4 Hana experience
• Knowledge in quality control, internal controls and compliance.
• Experience in managing onboarding processes.
• Capable to manage multiple priorities at the same time.
• High Customer service oriented.

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.