Nov 2018 till Date | Manager Operations | Genpact India Pvt Ltd (Projects– OTC-RTR)Responsibilities:● Managing a 14-member team which takes care of Client financials● Interact with Project and Client teams to understand project requirement and delivery metrics● Maintaining daily and monthly governance reports and reporting any potential issues● Senior management deck build-up, scheduling and communication● Report deficiencies and put in place corrective actions… Show more Nov 2018 till Date | Manager Operations | Genpact India Pvt Ltd (Projects– OTC-RTR)Responsibilities:● Managing a 14-member team which takes care of Client financials● Interact with Project and Client teams to understand project requirement and delivery metrics● Maintaining daily and monthly governance reports and reporting any potential issues● Senior management deck build-up, scheduling and communication● Report deficiencies and put in place corrective actions to ensure on time project completion● Partnering with onshore team to expedite any unresolved issues and delays● Coordination for internal and external auditsFeb 2018 till Oct 2018 | Manager Operations | Genpact India Pvt Ltd (Teams - Collections and Client Services Admin)Responsibilities:● Lead client calls with Project leads& Credit Controllers, update them on critical accounts that may impact targets● Report Collection and delinquency forecasts for various segments● Ensure all agreed SLAs and TATs are met● Reconciliation of customer accounts with the client and drive Monthly / Quarterly reviews at EMEA and US level with On-Site and regional directors● Mentor & monitor team performance to ensure their goals are aligned with organization goals. Evaluate FLMs and Team performance continuously and provide timely feedback/guidance/coaching● Conduct portfolio reviews identify, share feedback and put corrective plans to close the gaps● Interface with Client leadership and key stake holders within the client’s organization on a day to day basis to ensure smooth functioning of the process● Create and sustain positive work environment that fosters development opportunities and motivates high performance amongst team members ● Conduct regular discussions with the team and create career paths Show less

Assistant Manager Operations | Genpact India Pvt Ltd (Teams - Collections and Client Services Admin)Responsibilities:● Handling two collections teams that comprise of a total of 21 members and an AR to the tune of $ 200 Million and a Client Services admin team consisting of 4 members● Ensuring all Credit Collections SLAs (DSO, Past Due reduction %, 60+%, 90+% and 120+%) and various TATS pertaining to Client Services admin are adhered to● Responsible to head… Show more Assistant Manager Operations | Genpact India Pvt Ltd (Teams - Collections and Client Services Admin)Responsibilities:● Handling two collections teams that comprise of a total of 21 members and an AR to the tune of $ 200 Million and a Client Services admin team consisting of 4 members● Ensuring all Credit Collections SLAs (DSO, Past Due reduction %, 60+%, 90+% and 120+%) and various TATS pertaining to Client Services admin are adhered to● Responsible to head client calls involving Stakeholders and update them on critical accounts that need high level intervention and provide updates on the portfolio on the weekly operations review calls● Have built a great rapport and confidence with the client over the past two years● Worked closely with team members providing timely feedback and coaching the team on their career development. Assisted team members in resolving issues to ensure they always deliver optimum performance● Introduced various quality parameters into the team stacks that resulted in minimal errors, close monitoring and transparency in stack ranking the team Show less

Providing distinctive service to all Deloitte Employees (US and India) via phone, chat and email regarding Deloitte Time and Expense (DTE) and Firm Financial Applications (DPS, DOL, RTrak, SAP-AP, APNet, Ariba, Audit Pricing Tool etc.), Finance Online questions (Issue with finance related).Responsible for maintaining customer satisfaction by implementing better ways to address customers’ needs and queries.Ensuring Performance levels are maintained per the agreed SLAs without… Show more Providing distinctive service to all Deloitte Employees (US and India) via phone, chat and email regarding Deloitte Time and Expense (DTE) and Firm Financial Applications (DPS, DOL, RTrak, SAP-AP, APNet, Ariba, Audit Pricing Tool etc.), Finance Online questions (Issue with finance related).Responsible for maintaining customer satisfaction by implementing better ways to address customers’ needs and queries.Ensuring Performance levels are maintained per the agreed SLAs without compromising on quality. Our SLAs are:Quality ScoreC Sat (Customer Satisfaction Score)Resolution Effectiveness (RE)Schedule Adherence (SA)CBQ and CRQ (Calls Bounced and Calls Returned to Queue)UPTO (Unplanned Time Off)Making accurate and quick analysis of process related information and work along with US Service Desk Knowledge Management Team to get the knowledge documents updated.Escalate and communicate customer issues to appropriate personnel or departments in case the issue cannot be dealt at first level.Contribute to constant improvement by sharing and implementing ideas and process related information with the team. Show less

Maintaining an effective balance between customer satisfaction and revenue.Resolve potential dispute that may lead to account closure and revenue loss.Assisting customers with Hardship Program after due process diligence.Assisting customers facing cash-flow issues by working with the Controllers and Management to get payment plans approved.Identify Non-responsive customers and Non-payers, initiate suspension policy and have the accounts brought to Attorneys notice for legal… Show more Maintaining an effective balance between customer satisfaction and revenue.Resolve potential dispute that may lead to account closure and revenue loss.Assisting customers with Hardship Program after due process diligence.Assisting customers facing cash-flow issues by working with the Controllers and Management to get payment plans approved.Identify Non-responsive customers and Non-payers, initiate suspension policy and have the accounts brought to Attorneys notice for legal proceedings if needed.Adhering to all SLAs and ensure zero non-compliance/process defects, thus maintaining 100% call quality.Assisting team members to anticipate potential defaults and do FCRs.Ownership of new process incumbents from bridge to go live. Show less

Handling average portfolio of $ 25 Million. Responsible for delivery to numerous clients including Verizon, Microsoft, and Ford Motors to name a few. Partnering with billing team to ensure adherence to quality standards.Resolving account concerns in coordination with Sales and Business Partners. Working with the customer to ensure payment is received according to the specified terms.Partnering with Cash apps to ensure payments are on OAC, and process checks.

Handling average portfolio of $ 30 Million consisting of Fortune 500 Companies such as Google, Boeing, and Honeywell.Partnering with internal departments such as Sales, Order Processing and Cash Application teams to ensure timely resolution of issues within stipulated SLAs.Assisting clients by resolving complex Invoicing issues.Attending Conference Calls with business partners to discuss account status.Keeping a track of payment history of the customer and update the credit and… Show more Handling average portfolio of $ 30 Million consisting of Fortune 500 Companies such as Google, Boeing, and Honeywell.Partnering with internal departments such as Sales, Order Processing and Cash Application teams to ensure timely resolution of issues within stipulated SLAs.Assisting clients by resolving complex Invoicing issues.Attending Conference Calls with business partners to discuss account status.Keeping a track of payment history of the customer and update the credit and controller teams on timely basis of potential risks.Identify Non-responsive customers and Non-payers, initiate suspension policy and have the accounts brought to Attorneys notice for legal proceedings if needed.Coaching and helping new hires with account issues and be involved in their learning curve. Show less