Experience

Gunnebo Entrance Control

• United Kingdom
• Security and Investigations
• 100 - 200 Employee

• Shared Service Lead

  • Aug 2023 - Present

  India



EXL

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Manager

  • Oct 2021 - Aug 2023

  Noida, Uttar Pradesh, India

• Operations Manager

  • May 2019 - Oct 2021

  Noida, Uttar Pradesh, India



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• DM

  • Nov 2012 - May 2019

  Gurgaon, India  Successfully transitioned Order to Cash work involving Customer Master Setup, Cash Application, Billing and Credit & Collections from US office.  Defined SLA’s for various processes & ensured completion of Standard Operating Manuals, Process Maps & various other transition documents.  Supervising a team of Sr. Executives/Team Leads (15-20) for managing different processes pertaining to Accounts Receivable, Customer Master Setup, Revenue Reporting & Reconciliations.  Staffing &… Show more  Successfully transitioned Order to Cash work involving Customer Master Setup, Cash Application, Billing and Credit & Collections from US office.  Defined SLA’s for various processes & ensured completion of Standard Operating Manuals, Process Maps & various other transition documents.  Supervising a team of Sr. Executives/Team Leads (15-20) for managing different processes pertaining to Accounts Receivable, Customer Master Setup, Revenue Reporting & Reconciliations.  Staffing & Production planning as a part of business requirement.  Creation of Goals & Developmental plan for team members in sync with the organisational goals.  Ensured all team members are fully trained on relevant tasks to support service delivery standards.  Manage daily workflows and ensure client SLA management are met at all times.  Work closely with the Finance Team to ensure that all processes are managed to the mutual benefit of both departments.  Ensured all documentation is stored in a central location for future retrieval.  Act as a point of contact for Second level escalation.  Responsible for on-going performance management of all the team members.  Prepare MIS Reports and Dash Boards with a view to apprise management of the routine business operations and assist in critical decision-making process.  Regular communication with Internal & External stakeholders sharing ongoing process updates.  Ensure back up planning from business continuity perspective through cross training & cross utilization project.  Evaluate and compute capacity utilization ratio on a process-by-process basis  Demonstrate strong Customer Service ethic in the team through active communication, regular updates & meetings. Show less



CPA Global

• Jersey
• IT Services and IT Consulting
• 700 & Above Employee

• Team Lead

  • Apr 2011 - Nov 2012

  Noida Area, India *Successfully transitioned (Remote) O2C process involving Customer Master Setup, Credit & Collections and Billing process from UK geography. *Helped transition manager in preparing various transition documents namely SOP, process map etc & defining process Service Level Agreement (SLA). *Job involved handling process and team. I was efficiently handling 12 associates and supervising the process. *Effectively coached and mentored all new hires provided feedback and ensured quality and… Show more *Successfully transitioned (Remote) O2C process involving Customer Master Setup, Credit & Collections and Billing process from UK geography. *Helped transition manager in preparing various transition documents namely SOP, process map etc & defining process Service Level Agreement (SLA). *Job involved handling process and team. I was efficiently handling 12 associates and supervising the process. *Effectively coached and mentored all new hires provided feedback and ensured quality and timely project completion. *Process Daily Updates & Feedbacks Repository. *Initiated SOP audit project in the team shifting focus from people dependency to process dependency. *Escalate issues that have larger organizational impact in a timely manner. Ensure that there are contingency and back up plans in place. *Identify capability gaps & ensure that the resources required to bridge the same are provided. *Develop career paths for key positions within the department. Act as a role model & ensure high levels of accessibility for employees at all levels. *Communicate with process owner at the Client end - for the purpose of routine checks, process control, handling issues & maintaining relationship & with process trainer for process queries, error reversals, process updates etc. *Leading Process Improvement Project christened 'Quest' within the Global Financial Shared Services department aimed at achieving Process Excellence & Best practice sharing. *Maintaining the Performance of the team to achieve all the Business Deliverable. *Working along with the client to streamline some procedures around the working. This includes various suggestions to client on resolving disputes in a faster and effective way. *Preparing the Quarterly and Yearly Performance Rating and Incentives for the team. *Preparing the Goals & Objectives of the team. *Preparing and publishing of monthly and weekly reports like Total Revenue, Client wise Revenue, Open Items and Collection Report, WIP Reports. Show less



Aon

• United Kingdom
• Financial Services
• 700 & Above Employee

• Team Developer - Financial Shared Services

  • Nov 2004 - Feb 2010

  Gurgaon, India