Rajat Shukla

Operations Associate

Gurugram, Haryana, India20 yrs 1 mo experience

Key Highlights

14+ years in Business Process Management across global locations.
SIX SIGMA Green Belt Certified professional.
Expertise in Finance & Accounting and Customer Service.

Stackforce AI infers this person is a Business Process Management expert with extensive experience in Finance and Customer Service sectors.

Contact

Skills

Core Skills

Project ManagementBusiness Process ImprovementBusiness Process Re-engineeringSolution ImplementationPeople ManagementCustomer ExperienceResource AllocationCustomer Support

Other Skills

Transition ManagementProcess AutomationBusiness Relationship ManagementF&AExternal ClientsService-Level Agreements (SLA)Business Intelligence ToolsCustomer SatisfactionChange ProgrammesTeam LeadershipOperations ManagementFinance DomainAnalytical SkillsGlobal Client ManagementCost Reduction

About

An accomplished Business Process Management professional with 14+ years of experience across global locations (India, Latin America, North America and Europe) in areas such as Operations, Project Management, Client Management, People Management, Transitions, Training & Solutions across areas of service such as Finance & Accounting (Order To Cash),Customer Service & Collections. SIX SIGMA Green Belt Certified.

Experience

20 yrs 1 mo

Total Experience

5 yrs 9 mos

Average Tenure

2 yrs 9 mos

Current Experience

Ibm

Deputy Group Manager

Aug 2023 – Present · 2 yrs 9 mos · Gurugram, Haryana, India · Hybrid

Project ManagementBusiness Process ImprovementCustomer ExperienceTransition ManagementProcess Automation

Career break

Career transition

May 2023 – Jul 2023 · 2 mos · New Delhi, Delhi, India

Accenture

F&A (Order to Cash) Practioner

Aug 2021 – Apr 2023 · 1 yr 8 mos · Gurugram, Haryana, India · Hybrid

Business Relationship ManagementF&ABusiness Process Re-engineeringSolution ImplementationExternal ClientsService-Level Agreements (SLA)+20

Wns global services

Senior Group Manager (AVP)

Jun 2020 – Aug 2021 · 1 yr 2 mos · Pune Division, Maharashtra, India

Business Relationship ManagementF&ABusiness Process Re-engineeringExternal ClientsService-Level Agreements (SLA)Customer Satisfaction+17

Genpact

6 roles

Senior Manager

Aug 2018 – Jun 2020 · 1 yr 10 mos

13+ years of Finance & Accounting (Order To Cash) and Customer Service experience with significant expertise on SSC/BPM operations, process stabilization and improvements, facilitating and implementing workable solutions through Six Sigma, Best Practices and Digital.

Business Relationship ManagementF&ABusiness Process Re-engineeringExternal ClientsService-Level Agreements (SLA)Customer Satisfaction+15

Senior Manager - Order To Cash SME

Promoted

May 2016 – Aug 2018 · 2 yrs 3 mos

Order To Cash - Subject Matter Expert providing consultation and solutions with special capabilities in process improvement, strategizing and implementing workable OTC, Customer Service and Collections solution plans employing Digital, Lean-Six sigma methodologies and Best Practices across the industries in Europe, India, Latin America and North America region in F&A space.

F&ABusiness Process Re-engineeringContact CentersExternal ClientsService-Level Agreements (SLA)Customer Satisfaction+14

Operations Manager

Aug 2012 – May 2016 · 3 yrs 9 mos

Currently executing a role to manage, run & optimize three separate accounts for a team of 75+ resources supporting F&A processes & Customer Service / Collections and Credit Investigations processes out of Mexico and Guatemala.
● Responsible for Service Delivery, People Management and Customer management across the above two clients out of Mexico and Guatemala.
● Working closely with the global leadership to ensure alignment of strategies and priorities.
● Leveraging the knowledge & experience across the region to drive best practices and process improvements
● Developing expertise on Latin America F&A (Order to Cash) and Customer Service processes by implementation of industry specific best practices in the region.
● Collaborating with the sales teams to identify and execute on new opportunities to grow
● Working with the global practice teams to solution and respond to new RFP’s. Also proactively identifying new opportunities for long term/short term re-engineering projects

Resource AllocationF&ACustomer SupportContact CentersExternal ClientsService-Level Agreements (SLA)+15

Assistant Manager

Promoted

Jul 2011 – Aug 2012 · 1 yr 1 mo

Assistant Manager - Managing Collections and Workforce Supply for US based Automobile Manufacturer

Resource AllocationF&ACustomer SupportContact CentersExternal ClientsService-Level Agreements (SLA)+9

Management Trainee

Promoted

Jun 2010 – Jul 2011 · 1 yr 1 mo

Accounts Receivable - Managing US region (East Coast) AR portfolio for a major Pharmaceutical company

Resource AllocationF&ACustomer SupportContact CentersExternal ClientsService-Level Agreements (SLA)+4

Process Developer and Workforce Cordinator

Dec 2005 – Jun 2010 · 4 yrs 6 mos

Business To Customer Collections and workforce management to deliver on resource fullfillment against dailt call volumes and also manage effort allocation to meet the Service Level Agreements

Resource AllocationCustomer SupportExternal ClientsService-Level Agreements (SLA)Lean Transformation