Experience as Account Executive

• Employer

  IBM GLOBAL SERVICES INDIA PVT LTD

• From

  16 October 2007

• To

  01 December 2009

• Detail

  Worked with IBM Global Services India Pvt. Ltd. as an Account Executive in Finance and Accounting (F&A) and Customer Service operations for Virgin Media (U.K.). (Cash application, Payments and Refunds).
  Roles & Responsibilities
  
  • Accurate and timely posting of cash receipts in AS-400 environment.
  • Resolving customer queries regarding their bills, payments and accounts via calls and emails.
  • Maintain communication with onshore team at UK office to ensure smooth collection of due invoices.
  • Audit all the payments applied to a customer account in a month on a random basis.
  • Train and share the best practices with new resources in order to improve the customer satisfaction and NPS (Net Promoter Services).
  
  Key Highlights
  
  • Recognized for 100% NPS (Net Promoter Survey) Score for continuous period of 4 months.
  • Selected as a Super Talented Achievers Award for the quarter ending, Dec-08.
  • Selected as a Super Talented Achievers Award for the quarter ending, March-09 for successfully handling a team of 5 resources.

Experience as Assistant Manager

• Employer

  Genpact India

• From

  07 December 2009

• To

  30 April 2015

• Detail

  Worked as an Assistant Manager in F&A operations with one of the leading consumer electrical company located in North America. The assignemt was to manage a cash application process of approx. 9 FTE’s.
  Roles & Responsibilities
  
  • Responsible for monthly process and half yearly people review with client.
  • Ensure that cash application accountants are completing the cash application workflow in an accurate and efficient manner.
  • Identify potential risks and opportunities to mitigate for smooth functioning of the team.
  • Ensuring that all activities of the team members are performed as per policies and procedures developed and ensuring compliance.
  • Developing an incentive grid for the team to improving productivity and accuracy. Thereby ensuring transparency in their performance evaluation.
  
  Key Highlights
  • Ensured that all Service Level Agreements are being met for the portfolio along with accuracy and Turn Around Time (TAT)
  • Got promoter as a result in NPS (Net Promoter Survey) from client’s leadership.

Experience as Manager

• Employer

  Accenture Pvt Ltd

• From

  01 April 2015

• To

  31 July 2017

• Detail

  Worked in F&A operation for a world’s leader in consumer goods as OTC Manager. This assignment was to manage end to end OTC of approx. 30 FTE’s across 7 countries.
  Projects Handled
  • On-site process design for the OTC transitions from Indonesia in Aug’2015.
  • On-site knowledge transfer for end to end OTC transitions from Malaysia and Thailand in Sep’2015.
  • On-site process design for the OTC transitions from Italy in March’2016.
  Roles & Responsibilities
  • Migrated and stabilized end to end OTC operations from Malaysia and Thailand.
  • Identified and recommend the customer on improvement opportunities and process adaptions to further optimize their global process model.
  • Follow a globally designed transition methodology with deliverables for different toll-gates
  • Identifying process risks and mitigation and designing solutions to minimize the impact of process risk transfer on Transition and Operations.
  • Identify, design and validating SLAs / Key Performance Indicators (KPIs)
  • Ensure that all Service Level Agreements are being met for the portfolio along with accuracy and Turnaround Time (TAT).
  Key Highlights
  • Successfully created process flows, Standard operating procedure (SOP) and work instructions.
  • Successfully delivered 100% accuracy from day 1 of Go-Live of business.
  • Automated 50% of manual activities in Order Management by creating an Automation Tool with the help of Transformation Team.
  • Recognized and appreciated by the Client’s senior management for delivering Green SLA for 6 months in a row.

Experience as GBS Finance Manager

• Employer

  Trueblue Inc.

• From

  01 August 2017

• To

• Detail

  Working in F&A Global Support operations handling Cash Applications, Collections and Billing for a leading provider of specialized workforce solutions in United States handling a team of 30 FTE’s in 3 teams.
  Roles & Responsibilities
  • Setting objectives for the account receivable team that align with the accounting department’s goals.
  • Support Accounts Receivable Clerks on a daily basis and train new team members.
  • Ensure all cash received are properly applied via proper management of all cash applications
  • Communicate with all internal and external necessary parties to resolve problem accounts and achieve maximum collections.
  • Making sure all the time cards entry been done for all the workers as per defined TAT in Billing and payments are posted within defined TAT.
  • Created process controls covering Do’s and Don’ts for all the scenarios.
  • Created RACI and FMEA model analysis to have smooth business continuity in place.
  
  Key Highlights
  • No attrition in the team for continuous 12 months from Aug’17 to Aug’18.
  • Effectively managing the utilization above 75% for each employee and keeping a buffer of 10%.
  • Implemented quarterly score cards for better performance evaluation.
  • Innovated and implemented peer to peer backup plan for all 3 teams.
  • Managing employee engagement and Learning & Development for overall business unit of 85 FTE’s