Service Delivery Manager - F&A - I2C 4D

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Job Description

The Claims and Deductions Management is accountable to register, analyse and collaborate with internal stakeholders to solve customer claims and deductions including those related to returns and refusals. In addition, the role monitors open claims and deductions to ensure that the aging of those are within the market defined turn around time for resolution.   Measurements / Performance Indicators Responsible for the reception, registering, assignment and categorization of all customer Claims and Deductions raised by customers and/or internally by Nestlé (C&D).  Ageing & Value of claimsand deductions

Lead Time to close

Quantity and value of Unauthorized and Unexplained Customers's deductions

% Overdue

Days Sales Outstanding

Value of Purged deductions

Invoice and Credit Notes Accuracy

Claims holding customers payments Responsible for gathering the required information (including internal collaboration) and document cases for the proper categorization in case of uncateogorized claims Reviews and ensures that all claims related documentation is attached in the case Manages claims and deduction resolution through collaboration with Sales, MSSU / CFSC, Finance, Marketing, Physical Logistics and Supply Chain Manages the closure of non-valid claims and deductions with Collections Manages the closure of valid claims and deductions via Credit Note creation Responsible for ensuring that all customer claims and deductions are closed within predefined timeframes Trigger and Review Claims and Deductions Ageing Report Propose list of deductions to be purged and claims to be closed - According to Market Credit Policy - and execute proposal after Credit Management approval Monitor and Close Open Customer Credit Notes Resolve digitization issues and register manually customer claims in case of digitization failures Ensures regular and effective reporting of the Key Performance Indicators (KPIs/PPIs/HealthChecks) and Claims and Deduction Management activities to minimize risk and proactively identify problem areas using analytical tools. Proposes the rules to identify duplicate Claims records, rules to match deductions with credit notes and rules to match existing Credit Notes with Claim Cases.  Organizes and ensures ongoing training for Claims and Deduction Management activities Participates on Continuous Improvement activities related to Claims and Deduction Management Compares and analyses differences between return requests, original POR and COD (when aplicable) and the goods received at the warehouse Assess value of the Credit Note or Debit Note linked to a return by matching SKUs in the return to the original invoice Responsible for the management and resolution of Over and Under deliveries cases including the interactions with Physical Logistics and other E2E functions when needed (e.g. Demand Management, Billing, Payment Applications)  Ensures regular and effective implementation of the Returns and Refusals Market Policy in all customer requests Ensures regular and effective implementation of Customer specifc agreements. E.g: Extended time for POD confirmation, Collection of Returns from Indirect Customers… Ensures that all supporting documentation for the Returns and Refusals cases resolution (POD, POR, PGI, COD, Sales approvals…)  are archived in the corresponding Indexed Document Repository Validates that no open claims (Claims and Deduction Management) related to Returns and Refusals cases remain open after the resolution of the R&R Cases Develops and sends "Rejection Letters" to customers for non-approved Returns requests Collaborates with Collections for deductions related to non-approved Returns and Refusals requests Ultimate reponsible for the closure of all exception cases in the Delivery Differences Cockpit Participates on Continuous Improvement activities related to Returns and Refusals Management Organizes and executes ongoing training for Returns and Refusals Management including updates on Market R&R Policy, Best practices for Refusals Mitigation Actions, Knowledge sharing across team members…     Key Relationships Internal to Nestlé Group:(shared / conflicting interests) Key Relationships External to Nestlé Group(shared / conflicting interests)
*Credit Management
*MSSU / CFSU
*Payment Application
*Collections
*Billing
* Pricing Management
*O2C Reference Data
*Sales, Marketing, Finance, Physical Logistics, Customer Solutions Analyst, Process Optimization Team, Accounts Payable * Customers Key Experiences:
What experiences are key to success in this job? Knowledge: Nestlé Corporate / Functional / Market / Business / Organizational
What specific organizational information should the incumbent have to be effective in their role?  * Relevant Operational experience in Order to Cash. Experience in Credit and Collection Area is an advantage.
* Working as a team player within internal and external groups.
* Proficient analytical skills. Background in Accounting is an advantage.
* Able to propose and implement improvements in procedures.
* Excellent communication and negotiation skills.
* High Customer Service skills.
* Advanced Level in Spanish and English.
* Experience in SAP and MS applications
* College/University degree 1 year to go.
* For external:  2+ experience in accounts receivables.
1. Core knowledge of the 10 Corporate Business Principles and expert knowledge in our areas of responsibility
2. Good knowledge of the internal sales process & related policy and trade terms
3. Solid understanding of the local, channel and business specific commercial practices.
4. Thorough knowledge of the AR / AP / Order-To-Cash end-to-end processes including existing and developing functionalities.
5. Solid understanding of internal controls and the GLOBE best practices & systems supporting these E2E processes
6. Solid understanding of accounting standards for Accounts Receivables



Nestlé Leadership Framework 
These are the leadership behaviors required as defined by the
position level of the role Functional Competencies
These are the core functional competencies and the appropriate skill level
that is required to be effective in the role Insight Competency Skill Level O2C E2E Flow  5. Can transform Energise and Engage Insightful Business Analysis & Reporting 5. Can transform Market Credit Policy 4. Can do alone Enable Result Through Others Claims and Deduction Management Cockpit and SAP Transations 5. Can transform Coach and Develop Other Personal Qualities
Other personal attributes not reflected in the NLF that will enable success * Strong Service Orientation.
* Effective under pressure.
* Analitycs skills.
* Ability to interact and coach people.
* Ability to quickly adapt to changes.
* Constantly looks for new ways to innovate and simplify processes.
* Ability to understand complex information.
* Attention to details. Courage

Qualifications

Certifications

Required Skills

Language

Language Proficiency -

Additional Job Location -

Job Type

Master Skill List -

Remote Type -

Work Shift -

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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.  
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