Mar 2022 – Apr 2023 · 1 yr 1 mo · Noida, Uttar Pradesh, India · Hybrid

• Digital Transformation engagement lead for one of largest UK based Energy Company and responsible to identify digital opportunities in Back Office, Voice, Chat and Email Processes and drive transformation to enhance business values.
• Managed the Digital P&L for the client and ensured maximising revenue and improving Margins by managing the projects costs effectively.
• Key Projects Deployed and Use Cases Identified
• successfully deployed an intelligent work-flow automation solution that streamlined fragmented and complex processes, resulting in improved operational efficiency and cost savings.
• Additionally, I leveraged intelligent script-based automation to bulk process 40% of billing transactions, delivering significant benefits to the organization, with a value of 100k dollars.
• In my role, I ensured alignment of digital strategy with the client's transformation goals and was responsible for the end-to-end digital value delivery, from ideation to implementation. I have a proven track record of leading cross-functional teams to achieve ambitious targets, delivering projects on time and within budget.
• As a result of my experience and expertise, I am confident in my ability to identify digital opportunities that drive business growth and transformation. My commitment to delivering exceptional results, coupled with my strategic thinking and collaborative approach, make me a valuable asset to any organization seeking to drive
• digital transformation and achieve lasting success 
• Identified Conversational AI Use case for a UK Energy Client for about 500 FTE to improve Cash collection and improve Up-selling.
• Identified AI Audit use case to improve billing information collection from Customer and Improve Up-selling.
• Prepared Proposals with Solutions and Cost Benefit and presented to Clients to win the deal.
• Managed Client Visits and showcased the digital capabilities of EXL.
• Generated a revenue of USD 0.2 Mn for 2022 for EXL and maintained a margin of 45%+

Jan 2016 – Feb 2022 · 6 yrs 1 mo · Gurugram, Haryana, India · On-site

• Worked with TP as PEX Lead and was responsible for driving Transformation through LSS and RPA/AI back Office and CX Clients.
• Managed a span of 1500+ FTE span. Key Achievements
• ✔ Trained 500+ Associates on Lean and 100+ associates on Six Sigma Green Belt Program.
• ✔ Recognised Best PEX Lead for 2018.
• ✔ Successfully delivered RPA/AI Project for one of the BFS clients and saved approx. 0.5 Min. USD annually
• ✔ Got trained on RPA tool UiPath and completed Developer Foundation 1
• 1. Improve Sales Conversion for a Global Tech Giant specialising in premium mobile phones for Chat and
• Inbound Sales Process
• 2. Improved CSAT for a US based Telecom client through LSS
• 3. Managed Enterprise-wide project to transform the leavers process for 3 business entities of TP India by leveraging RPA, Digital Solution and Business Process Redesign. 4. Repeat Reduction for Leading Domain Registrar for Chat Process
• 5. Improved Quality for a Global Leading Technology Company specialising Internet Search and other
• associated products. 6. Deployed Agent Assist Solution (Called Digital Floor Walker) based on Dialogue flow
• 7. R2R – Transformed Processes to ensure effective F&A Performance Management for all the 3 towers for a leading Caribbean Telecom Client.
• 8. P2P and O2C and T&E – Digital Transformation for European Healthcare Clients for transforming their
• paper-based process to digital processing ensuring seamless transition of work to India and significant dollar saving.
• 9. P2P – Reduction in Vendor Queries by deploying technology solution resulted in saving of 5 FTEs
• 10. P2P – Vendor Queries TAT Reduction
• 11. R2R – Integration of R2R and Recs team, Cross Utilisation, Reduced Peaks and Lows, Improved utilisation.
• 13. O2C – Reduction in Customer Receipts received post 1 month for a Real Estate F&A Client, generated an impact of 1.2 Min GBP
• 14. P2P – Paid on Time Improved from 70% to 85%, saved potential penalties of about 0.5 Mn USD.

Oct 2014 – Jan 2016 · 1 yr 3 mos · Gurgaon, India · On-site

• Spearheaded process improvement initiatives for BFS commercial lending and F&A clients, as well as international real estate clients.
• Identified areas for enhancement and implemented strategic solutions to streamline operations and optimize efficiency.
• Green Belt Project Mentor
• Mentored over 12 Green Belt Project members, providing guidance and support to GB project lead throughout their improvement projects.
• Mentored two exceptional Green Belt Projects that received recognition and ranked among the top three projects for the year.
• Project Delivery for Australia-based Real Estate Client
• Successfully completed a high-impact project for an Australia-based real estate client, resulting in a significant benefit of 0.8 million AUD.
• Improved the paid on time percentage from 55% to 80% by implementing key initiatives.
• Enhanced digital invoice penetration, established an escalation mechanism for PO/GRN/SNR issue resolution, and streamlined invoice processing.
• Educated vendors on the importance of timely invoice submission and encouraged digital means for efficient processing and payments.
• Quality Mechanism Implementation
• Introduced a robust quality mechanism to reduce purchase order (PO) issues and enhance accounts Payable processes.
• Implemented effective measures to minimize errors, improve accuracy, and ensure adherence to quality standards.
• Annual Quality Fest Management
• Played a pivotal role in organizing and managing the annual Quality Fest, an engaging event aimed at promoting process improvement and lean methodologies.
• Orchestrated the Quality Expo, where teams showcased their lean and process improvement models.
• Encouraged participation and inspired the operations team to generate improvement ideas through various fun activities.
• By leveraging my expertise in process improvement, project management, and quality assurance, I consistently delivered impactful results and fostered a culture of continuous improvement within organizations.

Jun 2008 – Jun 2014 · 6 yrs · Noida Area, India

• Responsible for driving operations excellence and ensuring the deployment of the Shared Services operational framework at the Delhi Global Shared Service Center located in Noida. Collaborating closely with the Global Shared Services Head, I successfully rolled out the SSC centralized strategy and aligned the center with global standards.
• Additionally, I managed global time sheets and reporting for Group and Regional Support Functions, ensuring accurate and timely information.
• Key Responsibilities:
• Developed and established robust SSC processes to optimize operations and ensure efficiency.
• Managed the quality of service delivery, implementing measures to minimize the cost of quality.
• Designed and implemented performance management systems, identified key performance indicators (KPIs), and agreed on KPIs and SLAs with clients. Developed a comprehensive dashboard for performance tracking and reporting.
• Efficiently managed and supported process transitions within the SSC, ensuring a smooth and seamless transfer of activities.
• Automated new hire onboarding into the payroll system through Adobe LiveCycle.
• Owned the process mapping and re-engineering initiatives based on MAVIM (BPM Software) for TMF India, driving process optimization and efficiency gains.
• Key Projects and Achievements:
• Played a pivotal role in an international Business Process Reengineering (BPR) project aimed at standardizing Finance & Accounts processes. Traveled extensively to Czech Republic, Slovakia, Hungary, and Austria, overseeing and contributing to the project's success.
• Introduced the Six Sigma methodology to the SSC, driving operational excellence and reducing delays, re-works, and errors in financial, technical, and presentation aspects.
• Recognized as a key global expert in performance management and (KPIs), featured in the Global list of experts.
• Led four Six Sigma projects aimed at reducing delays, re-works, financial discrepancies, technical issues, and presentation errors.

Oct 2007 – Jun 2008 · 8 mos · Gurugram, Haryana, India · On-site

• Financial Planning & Analysis:
• As a Financial Planning & Analysis professional, I successfully prepared accurate monthly budgets and forecasts by carefully incorporating relevant assumptions and key factors impacting revenue and costs. I presented various financial analyses to senior stakeholders, providing them with valuable insights to drive informed decision-making.
• Accounts Receivables:
• In my role, I efficiently managed cash application, cash collection, and deposited cheques in the bank. I ensured the accuracy of financial records through diligent bank reconciliation statement procedures, maintaining transparent and reliable accounts receivables processes.
• Business Process Redesign:
• Analyzing accounting processes from end to end, I identified key steps that required improvement. By providing well-founded recommendations and implementing them effectively, I successfully enhanced the overall efficiency and effectiveness of the business processes. Notably, I played a pivotal role in streamlining the procure-to-pay (P2P) process by leveraging additional ERP features and eliminating unnecessary steps.
• Stock Audit:
• Taking charge of periodic stock audits at the company warehouse, I meticulously conducted thorough assessments to ensure accurate inventory records. Through my meticulous approach, I contributed to maintaining optimal stock levels and minimizing discrepancies, thereby enhancing operational efficiency.

Jan 2007 – Sep 2007 · 8 mos · Gurugram, Haryana, India · On-site

• Provided essential support to EY's global entities in Financial Due Diligence for Buy Side M&A transactions.
• Conducted in-depth analysis of Financial Statements and Information Memorandums, extracting key financial data for evaluation.
• Skillfully compared financial data across multiple sources, identifying trends, patterns, and discrepancies for further investigation.
• Prepared accurate and concise financial reports, presenting findings and recommendations to senior stakeholders.
• Demonstrated strong attention to detail and analytical prowess, enabling efficient identification of critical insights for informed decision-making.

Oct 2005 – Jan 2007 · 1 yr 3 mos · Gurugram, Haryana, India · On-site

• Processing of Healthcare Claims ( US Fexible Spending Accounts) by analysing Medical Bills, Insurance Claim
• settlement and approving amount of customer’s Flexible Spending Account.
•  Deployed 2 digital solution to shorten search time to look for right information form SOP and deployed a script
• based one click solution to open all required apps in one go saving about 1 minute per agent per day.
• Quality review of processed Claims, providing feedback and coaching to Associate on error, preparing quality dashboard and sharing with Group. Review of lean ideas and help implement on floor.

May 2004 – Sep 2005 · 1 yr 4 mos · New Delhi, Delhi, India · On-site

• Sales Planning, Coordination with Customer for documentation formalities and supply.
•  Preparing Sales Plans.
•  Customer Accounts Reconciliation.
•  Tender Documentation Preparation for Govt. Contracts.