Jan 2023 – Sep 2024 · 1 yr 8 mos · Hybrid

• Lead client servicing and transition initiatives for Walmart-Mars, ensuring smooth process optimization and adherence to SLAs.
• Drive operational efficiency by managing disbursements, compliance, and reconciliations between IHC0 and F110.
• Spearhead process redesign and troubleshooting, resulting in enhanced service delivery and cost-effective solutions.
• Collaborate with cross-functional teams to meet client needs and ensure alignment with business objectives.
• Maintain audit and compliance standards, producing detailed documentation and reports for senior management.
• Guide and mentor team members, fostering a culture of continuous improvement and learning.
• Develop comprehensive MIS reports to aid decision-making and enhance management visibility.

Jul 2019 – Dec 2022 · 3 yrs 5 mos · Hybrid

• Led a team of 7 executives, ensuring accurate and timely processing of PO/Non-PO invoices.
• Drove team performance by fostering an open and collaborative environment focused on quality and SLA adherence.
• Developed strong relationships with key stakeholders, providing regular updates on project progress and prioritization.
• Identified areas for process optimization, resulting in improved workflow and service delivery metrics.
• Managed customer communication, ensuring alignment between client expectations and service outcomes.
• Conducted performance appraisals and team training, improving overall team productivity and engagement.
• Produced detailed MIS reports, supporting senior management in making data-driven decisions.

Jul 2011 – Nov 2017 · 6 yrs 4 mos · Gurgaon, India

• Managed invoice processing for US-Alaska, ensuring accuracy and efficient customer service enhancements.
• Monitored SLA and KPI performance, overseeing multiple process areas such as SAP, helpdesk, and IT support.
• Handled customer queries via Avaya systems, delivering high-level support to ensure customer satisfaction.
• Led small supply chain processes, updated dashboards, and participated in regular client meetings to drive process improvements.
• Managed end-to-end procurement tasks, maintaining a focus on vendor relations and service delivery optimization.
• Collaborated with senior management to assess service delivery quality and recommend improvements.
• Contributed to pilot processes, ensuring compliance and timely project completion.