Job Description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.Inviting applications for the role of Manager/ Sr. Manager - HeiFlow Product Specialist

HeiFlow is a service management and workflow solution, supporting business processes to be delivered in the most efficient way. Enable a standardized and improved interaction between OpCo teams, Internal or External back-office teams and Customers and Vendors. To enable business to become the best-connected brewer, there is a strong need to receive Service Requests by SSC Teams in First Time Right manner and process them on time and in full and enable possible automations for these processes. Strengthening our controls by minimizing the manual intervention in the process, leaving an audit trail are equally important.Responsibilities

As a HeiFlow Product Specialist, you will be part of an innovative Agile Product Team where "out of the box" thinking is a success factor. You will support HeiFlow end-users from technical/tool perspective in handing service requests in most efficient manner. You will manage a variety of Stakeholders cross-streams in OpCo and SSC in order to improve the HeiFlow platform and assure it is taken from MVP+ to Final Stage level.

The purpose of the role is to:

? Support HeiFlow end users (Developed by using ServiceNow) from technical perspective

? Facilitate tool performance management

? Support tool CPI

? Participate in implementation of new features in HeiFlow (ServiceNow)

? Provide training and preparing training materials

? Work with developers to resolve identified bugs by performing testing

? Provide extended end-user support during closing periods

? Creation of system and process documentations

? Maintain HeiFlow (ServiceNow) templates

? Review items that stuck in the flow and report them for developer for resolution

? Approval flow: continuous check of status for items stuck in approval (addressing necessary corrective steps to Operational Teams)

? Facilitate regular end-user communication on HeiFlow

? Analyze incoming support requests and define potential improvements

? Test new developments as a business user and confirm workable solution

HeiFlow Product Specialist Responsibilities

HeiFlow is a platform designed by using ServiceNow technology along with few other RPA and AI driven tool equipped to handle workflow and ticket management activities across various business functions. This platform is to be deployed to various operating companies within APAC region in a project driven manner. We are looking for someone who has similar kind of deployment activities in past. Preferably ServiceNow/ Any ticket management/Workflow tool deployment. Perform data analysis across work streams to manage process performance reporting*
Support the Operational Excellence team with the creation of HeiFlow reporting.*
Gather business requirement and create a requirement towards developers' team for new features*
Coordinate and keep track of the execution of activities.*
Maintain approval & assignment groups in HeiFlow*
Develop HeiFlow templates*
Support release process*
Stakeholder communication on performance and potential improvements.*
Perform analysis on usage (e.g. remove approvers that didn't work in HeiFlow for a certain period of time).*
Coordinate reporting within the team*
Communicate and align reporting requirements and results with Business*
Conduct periodic meetings with Operations teams and agree on actions*
Supervise testing activities with OpCos teams.*
Help with implementation of new features for OpCo and SSC users*
Manage and coordinate periodic system upgrade process.*
Facilitate and maintain periodic HeiFlow training sessions for organization*
Act as a Backup for PO activities*

Qualifications we seek in you!

Minimum Qualifications

Bachelor's or master's degree in finance or accounting*
Relevant experience in finance/data/accounting.*
Excellent analytical skills, passionate about understanding business scenarios and developing creative solutions.*
Good understanding of financial processes*
Preferred Qualifications/ Skills

Basic understating around technical aspects of workflow solutions*
Experience in working with Service Workflow management Tools and ERPs.*
Customer oriented*
General understanding of business processes.*
Self-motivated, solutions driven, detail-oriented and organized.*
Able to work independently and efficiently to meet objectives.*
Ability to manage internal and external stakeholders.*
Proactive in identifying and solving issues.*
A drive for continuous professional development in self and others.*
Traveling up to 20%*
Ability to communicate and explain priorities with Senior Stakeholders*
Excellent understanding of business processes with ability to influence the process*
Leading in identifying and solving issues.*
Ability to the lead team and act as team Coordinator*


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. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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.

Job

Senior Manager

Primary LocationIndia-Bangalore

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingJun 24, 2025, 1:47:55 AM

Unposting DateOngoing

Master Skills ListOperations

Job CategoryFull Time