C4E Intake Specialist

Job Description

C4E Intake Specialist: Serves as the primary point of contact for procurement-related requests, ensuring efficient intake, triage, and routing of stakeholder needs.

The position focuses on improving the overall intake experience, promoting self-service adoption, maintaining operational visibility, and identifying opportunities to reduce recurring requests through process improvements and automation.

This role does not perform ticket resolution activities. Instead, it provides oversight, governance, reporting, and continuous improvement support to ensure C4E resources are focused on high-value work.

Success in this role depends on the ability to operate independently and navigate ambiguity. The responsibilities extend beyond executing defined tasks and require proactive problem-solving and continuous improvement capabilities.

Key Responsibilities:

Intake Governance & Ticket Management

• Serve as the first level review for all incoming C4E tickets.
• Validate that submitted tickets contain sufficient information, supporting documentation, and appropriate attachments.
• Assign and route tickets to the appropriate team or resource.
• Redirect inquiries to appropriate support channels when requests fall outside C4E scope, including Accounts Payable and other operational support teams.
• Promote self-service solutions by directing users to existing job aids, training materials, knowledge articles, and support resources.
• Partner with the C4E team to align intake standards, triage processes, and service expectations.

Workload Monitoring & Operational Oversight

• Monitor intake queues and backlog performance to ensure efficient workflow management.
• Partner with reporting and analytics teams to design and maintain dashboards that provide visibility into request volume, aging, cycle times, and workload distribution.
• Monitor tickets associated with employees who are no longer with the company and coordinate appropriate closure or reassignment actions.
• Track task-related requests to ensure completion within established service expectations.
• Monitor project-related tickets to ensure progress updates are provided at least monthly and that records remain current and accurate.
• Identify and escalate aging tickets, bottlenecks, or process risks.

Process Improvement & Continuous Improvement

• Analyze intake trends, ticket volumes, and request patterns to identify recurring issues and improvement opportunities.
• Evaluate common request types and frequent requestors to uncover opportunities for process simplification, automation, and self-service enhancements.
• Partner with the Systems team to improve intake forms, workflows, and submission requirements.
• Support continuous improvement initiatives that reduce ticket volume and improve user experience.
• Assist in developing enhanced self-service resources, training materials, onboarding guidance, and access request documentation.
• Recommend operational improvements based on data analysis and stakeholder feedback.

Stakeholder Support

• Support adoption of intake processes, tools, and governance standards.
• Educate stakeholders on available self-service resources and intake requirements.
• Collaborate with cross-functional teams to improve end-user experience and service delivery.

Key Competencies

• Process governance
• Continuous improvement mindset
• Data analysis and reporting
• Operational excellence
• Stakeholder management
• Customer service orientation
• Attention to detail
• Cross-functional collaboration

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

Required Skills

Accounts Payable Process, Help Desk Support, Invoice Payments, Lean Six Sigma (LSS), Monthly Close Process, Oracle, Process Standardization, Query Resolution, Reconciliations

Language

English (Required)

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

F&A - AP

Remote Type -

Office

Work Shift -

Night Job (India)

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. We're an agentic and advanced technology solutions company that runs mission-critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate. There's a lot to learn here, and room to grow. Genpact never asks applicants to pay to be part of our hiring process. If you get an email asking you to purchase a starter kit, equipment, or training, or pay to apply for a job, please assume this is a scam.