Mahesh Anand Tiwari

Operations Associate

Delhi, Delhi, India19 yrs 5 mos experience

Most Likely To SwitchAI Enabled

Key Highlights

18+ years in OTC and global BPO delivery
Led a 25-member team managing complex portfolios
Proven ability to drive measurable business outcomes

Stackforce AI infers this person is a BPO expert with a strong focus on OTC and process transformation.

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Skills

Core Skills

Order To CashProcess TransformationCollections ManagementProcess Compliance

Other Skills

People LeadershipDecision-MakingStakeholder ManagementClient DevelopmentCommunicationOperations ManagementCustomer Relationship Management (CRM)Performance ManagementTeam BuildingTeam ManagementAI AutomationService DeliveryTeam MotivationReporting & AnalysisContinuous Improvement

About

I help organizations improve cash flow, reduce DSO, and transform Order-to-Cash operations. With 18+ years in OTC and global BPO delivery, I have led large-scale operations across US and EMEA regions, consistently driving measurable improvements in collections performance, SLA adherence, and process efficiency. Currently at NTT DATA, I lead a 25-member team managing complex portfolios, focusing on: • Driving DSO reduction and overdue control • Improving cash flow through structured collections strategy • Leading automation and process transformation initiatives • Managing senior stakeholder relationships across global clients Previously, across Accenture and TCS, I have: • Transitioned and stabilized multiple global OTC processes • Implemented data-driven improvements improving reporting accuracy • Delivered consistent performance improvements in high-volume environments What sets me apart: • Strong blend of operations + transformation mindset • Proven ability to lead teams and influence senior stakeholders • Focus on measurable business outcomes—not just process I am currently exploring leadership opportunities in OTC, Finance Operations, and Process Transformation where I can drive impact at scale.

Experience

19 yrs 5 mos

Total Experience

3 yrs 5 mos

Average Tenure

9 yrs 6 mos

Current Experience

Ntt data north america

Team Manager

Oct 2016 – Present · 9 yrs 6 mos · Gurugram · Hybrid

Lead end-to-end Order-to-Cash (OTC) operations for global clients, managing billing, collections, and cash application for high-volume portfolios.
Key achievements: • Improved process efficiency by 15% through automation and workflow optimization
Managed a 25-member team, consistently delivering 99%+ SLA, KPI, and audit compliance
Drove DSO reduction and improved cash flow through structured collections strategy
Partnered with Finance, IT, and business stakeholders to enhance process performance and reporting accuracy
Recognized by VP leadership for driving team performance and operational excellence
Focused on delivering measurable business outcomes through a combination of operations excellence, automation, and stakeholder collaboration.

People LeadershipDecision-MakingStakeholder ManagementClient DevelopmentCommunicationOperations Management+28

Accenture

Financial Analyst

Jan 2015 – Oct 2016 · 1 yr 9 mos · Gurgaon, India · On-site

Managed B2B collections for key global clients including Marriott and Expedia, handling 25K+ monthly invoices.
Key achievements: • Improved DSO and collections performance through structured follow-ups and account prioritization
Successfully transitioned and stabilized pilot processes across global teams
Recognized with multiple awards including Numero Uno for performance excellence
Supported reporting automation and process improvements to enhance operational efficiency

Stakeholder ManagementClient DevelopmentCommunicationCustomer Relationship Management (CRM)Order to CashTeam Building+17

Tata consultancy services

Senior Process Associate

Apr 2009 – Jan 2015 · 5 yrs 9 mos · Gurugram · On-site

Supported OTC operations for global clients including Avis Budget Group (US) and Citi (UK).
Key achievements: • Led quality checks, audit preparation, and process documentation for global transitions
Recognized multiple times for performance excellence and fast-track growth
Strengthened process compliance and reporting accuracy across operations

Stakeholder ManagementClient DevelopmentCommunicationCustomer Relationship Management (CRM)Order to CashTeam Building+17

Serco

Senior Process Associate

Nov 2008 – Apr 2009 · 5 mos · Gurugram · On-site

Resolved complex broadband and billing queries for UK-based TalkTalk customers, consistently improving customer satisfaction and first-call resolution.
Key achievements: • Improved customer satisfaction scores through effective issue resolution and structured communication
Streamlined support workflows by collaborating with cross-functional teams, enhancing response accuracy and efficiency
Trained and mentored new team members, contributing to faster onboarding and improved team performance

Stakeholder ManagementCommunicationCustomer Relationship Management (CRM)Customer ServiceERP (SAP/Oracle/HighRadius)

Dell technologies

Technical Support Expert

Jul 2007 – Nov 2008 · 1 yr 4 mos · Gurugram · On-site

Delivered technical support for desktops, laptops, and printers, ensuring timely resolution of hardware-related issues and high customer satisfaction.
Key achievements: • Improved first-call resolution rates by enhancing troubleshooting approaches and knowledge sharing
Collaborated with cross-functional teams to streamline support processes and improve service quality
Designed and developed onboarding and training materials, reducing ramp-up time for new hires
Consistently recognized for delivering accurate resolutions and strong customer experience
Built a strong foundation in problem-solving, process improvement, and customer-centric service delivery.

Stakeholder ManagementCommunicationCustomer Relationship Management (CRM)Customer ServiceERP (SAP/Oracle/HighRadius)

Aegis

Collections Executive

Nov 2006 – Jul 2008 · 1 yr 8 mos · Gurugram · On-site

Managed first- and third-party credit card collections for U.S. consumers, ensuring full compliance with regulatory standards and internal policies.
Key achievements: • Improved recovery rates and reduced delinquency through effective negotiation and structured payment planning
Enhanced collection efficiency by implementing targeted follow-up strategies and account prioritization
Strengthened customer engagement through empathetic communication, improving resolution outcomes
Collaborated with quality and training teams to streamline processes, improving team performance and service consistency
Developed strong expertise in collections strategy, compliance, and customer-centric recovery approaches.

Stakeholder ManagementCommunicationCustomer Relationship Management (CRM)A/R CollectionsERP (SAP/Oracle/HighRadius)