Objective

Assignments in Process Transition & Migration/ Operations Management/ Customer Relationship Management / Team Management with an organization of repute.

Executive Summary

. A dynamic professional with over 8 years of rich experience in Process Transition, Operations Management, Customer Relationship Management & Team Management.
. Presently working with A Reputed Co., Bangalore - Global Finance Information Center as Expense Reporting Supervisor.
. Deft in handling overall functioning of processes & implementing processes in line with the policies.
. Adroit in understanding client requirements, eliminating unnecessary procedures & accordingly fine tuning the policies as per the new guidelines.
. Proficient in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.
. Knowledge of business process analysis & design, domain & technology expertise with strong integration skills.
. Possess excellent interpersonal, communication & organizational skills with proven abilities in team management, customer relationship management & effective crisis management.

Areas of Expertise

Process Transition
. Actively involved in the transitioning of processes in adherence with the client’s requirements.
. Undertaking responsibilities of removing unnecessary procedures in process for efficient functioning.
. Ensuring uniformity in the process understanding at the client’s and the organization’s end.
. Representing the process before the Higher Level Management and the client.
. Identifying the gaps & training while on job after their communication & technical trainings.
. Enforcing & fine tuning the policy & procedures being followed by the US/ Europe/ Asia Pacific team to be followed by the team.

Operations Management

. Attending all Quarterly Business Reviews, working on multiple projects for different queues some of which are Client Initiatives and others are Site Initiatives.
. Providing updates for Management Reports, Business Reviews, etc, assisting in conducting interviews for the new candidates hiring.
. Framing work direction and plan for the associates after thorough assessment of their capabilities.
. Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity.
. Implementing systems, migrating systems to upgraded versions to achieve maximum efficiency.

Customer Relationship Management

. Understanding customer’s problems with the system & providing right information and also handling Escalation.
. Mapping client’s, identifying improvement areas & implementing measures to maximize satisfaction levels.
. Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
. Attending Conference Calls related to staffing, Productivity, Strategy and status on SLA’s monthly Business Review to update on Agent Performance, Service Quality results, Target Status, Audit Results and Action Plan for the next month.
. Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA’s.

Team Management

. Allocating KRAs, completing One on Ones & Leave Planning with the Management Team Mentoring & motivating the Management Team to meet and exceed the targets related to Productivity.
. Overseeing the internal growth & providing the career path for each of the agents after mapping their needs.
. Taking escalations and undertaking heat checks for each resolved calls and logging the case.
. Managing manpower planning, recruitment, selection, induction, performance appraisal, training, etc.
. Interacting with onshore Team Leads & issue handling & coordinating with the Asset Manager for the department to ensure that systems are running as per the SLA.
. Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.

Organizational Experience

Since Mar’03 with A Reputed Co.., Bangalore - Global Finance Information Center

Highlights across Career Path
Since Aug’06 Expense Reporting Supervisor (APAC [English], LAD and CA)
. Handling the iExpenses portal for APAC & American (LAD & CA) to process Claims of A Reputed Co. employee’s and Consultant’s travel and entertainment expenses.
. Ensuring & educating the employees to adhere to the A Reputed Co. Global Travel and Entertainment Policy. Conduct regular employee awareness sessions to Consulting LOB’s on the Policy adherence.
. Redesigning the process capabilities. Ensure the process is stabilized and constantly look for Process improvement ideas and implement appropriate controls to avoid manual and system errors.
. Conducting regular calls with the Finance Directors and LOB heads to discuss issues and concerns, regarding the process and implement effective controls to resolve these issues.
. Managing process for quality and ensure compliance with audit and SOX requirements.
. Providing functional and Policy support to the Employees in their travel related queries and ensure that a First-Leading an 11-member team, this includes 8 Expense Reporting Analysts and 3 Senior Analysts in the process. The team includes Spanish and Portuguese language experts.
. Sharing the MIS data with the team on the team’s performance in achieving the SLA, Productivity and Quality.

Divisional Process Owner (DPO) for iExpenses:

. Identifying & handling the Application and Process related issues and arrive at a suitable resolution in consultation with the GPO (Global Process Owner) and the GFE (Global Functional Expert) for iExpenses.
. Being a part of the regular User Acceptability Test’s (UAT) to test and report various issues and bugs in the iExpenses module and assist AIT resolving groups to resolve them.
. From the end user level, update the application issues to AppsIT on the performance during new product launches. Major UAT’s includes testing for Ver. 11.5.10 and R12 migrations.
. MIS Reporting (Discoverer Reports Creation and Modifications) - Identify and automate reports which can be used in the daily and Periodic reporting.
. Undertaking automation of manual recording of MIS data by creating Reports from Discoverer and MS Excel -Data conversion from Application report outputs into Excel to get the expected results using advanced excel functions and Macros.
. Converting employee reimbursements from the Citibank ERA to respective Salary Accounts.
. Handling a project to migrate the employee reimbursements to their respective salary accounts. All inputs and testing required from the iExpenses were successfully tested and inputs provided to the Apps IT group.

Projects Handled:
. Lead the KRAM Project -To identify and automate Process MIS Reports.
. Contributed Process Improvement Ideas as a part of YouReka Project
. (A part of Yellow Belt Certification)
. Lead a Six Sigma Green Belt Project in Expense Process
. Received ‘You Are Recognized’ (YAR) awards 4 Times for top performance.

Mar’05 - Aug’06 IC 1- Expense Reporting Senior Analyst (Americas)
. Handling iSupport for expense reporting process to support Employee queries and functional process issues.
. Managing the Backup processor for Processing Expense claims for Americas region and providing the data for MIS Reporting purposes.
. Acting Team Lead for Americas region for 6 months in the absence of a team lead in the process and was successful in handling the team and the process without any major issues and escalations.

Oct’03 - Sep’03 IC 0 - Reporting to Expense Reporting Supervisor (Americas) - M1, Expense Reporting Analyst (Americas)

. Heading a team of 2 analysts selected for Transition of the Expense Reporting Process from A Reputed Co. SSC, Rocklin, CA, USA. It was an Onsite Transition project for 3 months.
. Handling the iSupport portal for expense reporting process to support Employee queries & functional process issues & managing the backup processor for Processing Expense claims for Americas region and providing the data for MIS Reporting purposes.

Mar’03 - Sep’03 IC 0 - Data Librarian - Cash Applications - AR (EMEA)

. Being a part of the Cash Applications team, and country owner for 21 countries from EMEA.
. Handling the local country sales representatives for invoicing and bank details.
. Coordinating with the Collections team to enable smooth process.

Process Transition

Oct’03 - Feb’04 Accounts Payables - IExpenses - Americas (Onsite Project)
. Serving as one of the 2 Expense Reporting Analysts involved in the Onsite migration of the Expense Reporting Process from A Reputed Co. SSC, Rocklin, CA.
. Being a part of the initial pilot team & learning and understanding the iExpenses process from the US counterparts for the US, LAD (9 countries) and Canada.
. Conducting regular team meetings & strategic meetings with the iExpenses - Global Process Owners (GPO) & Global Functional Experts (GFE) to know the various processes / sub-processes involved in the iExpenses process.
. Making process documents for the country exceptions and have regular calls with the Finance Directors of Local countries to discuss on the process changes.
. Conducting Time & Motion Study on the key activities in the process to enable proper and equal work allocation among the analysts.

Mar’04 - Jun’04 Accounts Payables - IExpenses - APAC (Remote Transition)
. Serving as the part of the pilot team of 4 Expense Reporting Analysts involved in the remote migration of the Expense Reporting Process for APAC from A Reputed Co. SSC, Sydney, AU.
. Facilitating new joiners to attend the boot camps and conference calls with the Sydney counterparts. Providing shadow support the processors for 2 months for a smooth and successful migration.
. Preparing & updating the process documents for each country exceptions and have regular calls with the Finance Directors of Local countries to discuss on the process flow.

Mar’03 - Jul’03 Accounts Receivables - Cash Applications - EMEA
. Part of the pilot batch of 5 Cash Application analysts involved in the remote migration of the Cash Applications process from A Reputed Co. SSC, Dublin.
. Migrating the process via Conference calls and Remote Boot Camps held between our team of 5 Cash Application analysts in GFIC and Accounts receivables team in A Reputed Co. SSC, Dublin.
. Implementing the process in A Reputed Co. GFIC based on the training obtained from the migration.

Jul’01 - Feb’03 with Venkat Associates, Bangalore as Transaction Processing Executive (Clients - IBM, A Reputed Co.)

. Handling process travel expense claims for employees & providing support to employee queries on the status of their claims and related issues.
. Liaising with the American Express for processing the Amex Payments and employee Amex Card Issues.
. Reconciling travel advance account for the advances and settlements. Follow-up with the employees to settle their outstanding advances.
. Managing the process & tracking employee travel advance requests / settling the Forex upon expense submission.

Attainments:
. Review and follow-up of outstanding travel advances with A Reputed Co. employees and ensure all the old o/s TA’s are recovered.
. Streamlined the Travel accounting Process for A Reputed Co. employees.

Education
. M.Com from Karnataka State Open University, Mysore University in 2001.
. B.Com from BNES First Grade College, Bangalore in 1997.

Articelship
Jun’97 - Jun’01 with G.S.RaghuRam & Co., Bangalore as Audit Clerk & Senior Audit Assistant
. Conducting Statutory Audits, Internal Audits and provide Accounting services for the client companies.
. Filing IT returns and ROC related work of client companies and individual’s Income Tax Filings.

IT Exposure
. Well versed with Tally & MS Office Applications.

Personal Vitae
Address : 537, P-II, Ideal Homes Township, RajarajeshwariNagar, Bangalore - 560098
Date of Birth : 5th February, 1974