Front Line Manager - S&M - Customer Success 4A

Front Line Manager - S&M - Customer Success

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Responsibilities: Oversee distributor chargeback processing, validation, pricing, and finalization of settlements, ensuring accuracy and compliance. Track and calculate rebates, validating accruals against terms, conditions, and customer sales performance. Manage SLAs and supervise timely resolution of customer and vendor inquiries, ensuring high-quality service delivery. Review, approve, and implement key changes to rebates and chargebacks, including pricing and effective dates for high-value customers. Maintain accurate records of customer interactions, inquiries, complaints, and actions taken for accountability and process improvement. Coordinate with internal and cross-functional teams to resolve requests efficiently, providing periodic status updates to stakeholders. Monitor and manage incoming email and phone queries, ensuring acknowledgment and resolution in line with SLA requirements.

Qualifications

Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics

Certifications

Certified Scrum Master (CSM) - Project Management Latin AmericaProject Management Latin America, Six Sigma Green Belt Certification - American Society for Quality (ASQ)American Society for Quality (ASQ)

Required Skills

Collaboration Tools, Customer Experience (CX), Customer Relationship Management (CRM), Data Tools, Data Visualization, Insight Generation, Marketing Analytics, Media Research, Oracle Customer Experience (CX), People Leadership, Project Management

Language

English, French

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

S&M - Customer Success

Remote Type -

Remote

Work Shift -

Day Job (Canada)

Compensation Range-

33,000 to 55,000 CAD

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    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 140,000+ coders, 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.