Specialist - F&A - I2C 4A

Specialist - F&A - I2C
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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.
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Job Description -
The Senior Strategic Voice Collector is a highly skilled collections professional and Subject Matter Expert (SME) responsible for driving cash collection performance across strategic customer accounts within the French B2B Public and Private sectors. This role combines advanced collections expertise, customer relationship management, and operational leadership to resolve complex payment issues and accelerate cash flow.
Working closely with Team Leaders and Collections Specialists, the Senior Strategic Voice Collector acts as the primary point of contact for key customer accounts, leading critical customer conversations through telephone and Microsoft Teams meetings, navigating complex customer organizations, and identifying the root causes of payment delays. The role requires strong commercial awareness, a process-oriented mindset, and the ability to coach colleagues to improve collection effectiveness and customer outcomes.
Key ResponsibilitiesStrategic Collections Management
Manage a portfolio of high-value, strategic, and complex customer accounts across the French Public and Private sectors.
Drive collections activities through proactive customer engagement, ensuring timely payment of outstanding receivables.
Develop and execute account-specific collection strategies to reduce overdue balances and improve cash flow performance.
Lead escalated collection cases, identifying barriers to payment and implementing sustainable resolutions.
Act as the collections lead during customer escalations and critical account reviews.
Customer Relationship Management
Build and maintain strong, professional relationships with key stakeholders within customer organizations, including Finance Directors, Accounts Payable Managers, Shared Service Centres, Procurement teams, and operational contacts.
Establish credibility as a trusted business partner while maintaining focus on collection objectives.
Understand customer payment processes, approval workflows, and organisational structures to effectively navigate complex environments.
Influence decision-makers and secure commitments through strategic conversations and effective negotiation techniques.
Conduct regular telephone and Microsoft Teams meetings with strategic customers to review outstanding positions and drive resolution plans.
Subject Matter Expertise
Serve as the team's Subject Matter Expert for collection processes, dispute management, customer engagement strategies, and payment resolution techniques.
Provide expert guidance on complex customer scenarios and difficult collection cases.
Analyse customer trends and payment behaviours to identify opportunities for process improvement and risk mitigation.
Recommend best practices and standardized approaches to increase collection efficiency and effectiveness.
Coordination & Leadership Support
Partner with the Team Leader to coordinate collection activities and prioritize high-impact actions across the portfolio.
Support daily operational management by identifying risks, opportunities, and workload requirements.
Assist in driving performance against cash collection, ageing, and overdue reduction targets.
Facilitate collaboration between Collections, Customer Service, Sales, Contract Management, and Finance teams to remove barriers to payment.
Lead action plans and follow-up activities to ensure timely issue resolution.
Coaching & Capability Building
Coach and mentor team members on effective voice collection techniques, negotiation skills, customer engagement approaches, and collections best practices.
Support the development of less experienced collectors through knowledge sharing, call reviews, and practical guidance.
Promote a culture of accountability, customer focus, and continuous improvement within the team.
Demonstrate best-in-class calling techniques and customer meeting management.
Process Excellence
Maintain a strong process mindset by identifying root causes of payment delays and driving corrective actions.
Challenge inefficient processes and recommend improvements to enhance customer experience and collection performance.
Ensure adherence to company policies, compliance requirements, and collection procedures.
Accurately document customer interactions, commitments, disputes, and action plans within collection systems.
Utilize data and reporting to manage priorities, track progress, and support decision-making.
Required Qualifications & Experience
Significant experience in B2B Collections, Accounts Receivable, Credit & Collections, or Order-to-Cash environments.
Proven success managing strategic and complex customer accounts within the French market.
Strong understanding of Public Sector and Private Sector customer payment processes.
Demonstrated expertise in voice collections and customer negotiations.
Experience conducting senior-level customer meetings via telephone and Microsoft Teams.
Fluent French and professional English communication skills.
Strong knowledge of Accounts Receivable, dispute management, deduction management, and cash application processes.
Experience coaching, mentoring, or providing functional leadership within a collections environment.
Advanced stakeholder management and relationship-building skills.
Key CompetenciesCustomer & Commercial Focus
Relationship Building
Strategic Account Management
Negotiation & Influencing
Executive Presence
Stakeholder Management
Collections Expertise
Advanced Voice Collection Skills
Dispute Resolution
Cash Collection Strategy
Risk Assessment
Root Cause Analysis
Leadership & Collaboration
Coaching & Mentoring
Team Coordination
Cross-Functional Partnership
Problem Solving
Decision Making
Operational Excellence
Process Improvement
Data Analysis
Performance Management
Attention to Detail
Continuous Improvement Mindset
Success Measures
Collection and cash targets achieved or exceeded.
Reduction in overdue and aged debt.
Successful resolution of complex customer payment issues.
Improved customer engagement and commitment-to-pay performance.
Increased collection effectiveness across the team through coaching and knowledge sharing.
Positive stakeholder feedback from customers and internal partners.
Identification and implementation of process improvements that accelerate payment resolution and cash flow.
This role is ideal for an experienced collections professional who combines deep process expertise with exceptional customer engagement skills and has the confidence to lead strategic conversations that deliver measurable cash results.
Qualifications -
Bachelors - Accounting, Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Finance
Certifications -
Accounts Payable Certification - F-TecF-Tec, Certified Financial Analyst (CFA) - SkillabSkillab, Certified Public Accountant (CPA) - Perfekt SzolnokPerfekt Szolnok, Certified Treasury Professional (CTP) - Instituto Nacional de AprendizajeInstituto Nacional de Aprendizaje, Financial Modelling and Valuation Analyst - Corporate Finance Institute (CFI)Corporate Finance Institute (CFI)
Required Skills -
Accounting, Accounts Receivable (AR), Accounts Receivable Collection, Accounts Receivable Management (ARM), Cash Application, Collections Management, Deductions Management
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