IT Head India
Genpact - India
Total years of experience :15 years, 10 Months
Assistant Vice President, India Head, SAAS - IT Applications, over 16 years of progressive & qualitative experience in IT Service Delivery Operations, ITIL, Service Management, Transformations & Business Development India Head for strategic delivery operations, Application development and Management services for Genpact Digital capabilities, customer experience across the firm's digital intelligent operations - Business Process Management portfolios on BPM Tools. Currently working as India Head managing Data Tech AI competency centres for various Fortune 500 clients across APAC, Europe, Africa, US, Middle East regions.
Leading India Competency centre for 300+ Multi geo Tech professionals, focusing on End to End Application Development, Large customer engagements, Cloud and Infra, AMS, Business & Process Improvements, Operational excellence, restructuring strategies to collaborate, influence and drive the right outcome, unleashing the power of digital transformation has been the major focus. This includes building core capabilities with strong focus on emerging technologies - SAAS BPM Tools, Azure and ServiceNow.
Maximise operational stability / availability of SAP Integrated ERP solution, in line with agreed service level agreement(s).
Responsible for incident / problem ticket management, following ITIL processes, ensuring all relevant information is appropriately analysed and recorded.
Provide appropriate status updates to key stakeholders, business teams and Managers, via effective ticket management.
Effective monitoring of operational support issues to identify actions required to maintain / improve service levels.
Responsible for the day-to-day liaison between XIM and designated suppliers, to ensure service delivery targets are achieved.
Adhere to governance / controls with Business and Third Party suppliers. Experience of managing end to end full cycle implementations ( from blue printing, realization, Go Live, Hyper care / ELS Support.
Experience in managing Green Field / Brown field / Migration Projects in complex landscapes.
Good Experience in delivering projects utilising the appropriate delivery models for customer projects based on proven implementation methodologies that includes Agile Methodologies, Waterfall methodologies and SAP Activate Methodology. Excellent experience in developing and execute activities related to end to end project management that includes design of Projects Plans, finalization of Estimates and efforts, signing of Statement of work, resources on boarding, scoping and finalisation of requirement gathering, preparation of traceability Matrix, preparation of High level project Plan, timelines & Major Milestones to achieve, C level tasks, RAID log, Action tracker.
Oversees all SAP project related activities and is accountable for the success, execution, and final delivery of the program and work products.Excellent experience in interfacing with Internal customers and cross functional teams on various project life cycle stages starting from Requirement Gathering - Planning and Analysis - Build and Development - Build and Configuration - Functional and Unit Testing - System Integration Testing - User Acceptance Testing - Regression Testing - Cut over Planning and Execution - Deployment in Production system - Data Validation - Go Live - Hyper-care / ELS Support - ELS Exit.
Good Experience in Cutover activity Planning and Execution that includes Preparation of Cut Over Plan, Consideration and understanding of Internal Processes, Review / validation and alignment of Cutover Plan with the customer and stakeholders and all the required Functional and technical teams, preparation of Roll Back plan.
Team size up to 75 Application Support Analysts, First, Second and Third level support for SAP integrated ERP solution.Have good experience in troubleshooting issues & provide resolution to the end users under high pressure environments.
Have experience in Supporting 24x7 mission critical SAP environments. Management of Incident / problem ticket queues and Ensuring the team is meeting response and resolution SLA’s Escalation Management - Business and internal XIM escalations are responded to and dealt with in a timely manner.
Support the relevant phases of the change & release management process, adhering to delivery milestones and timelines ... for example “Break / Fix” testing.
Create, maintain and manage documentation on the known errors (KEDB), knowledge articles, FAQ’s and approved manual workarounds (MWA’s).
Including Personal Development plans, Performance evaluation and management, coaching, developing and mentoring staff. Management of rota to cover public holidays to ensure service is not impacted.
Regular 1:1’s with team, team meetings, Goal Plans and Development Activities. Support ad hoc requests from the Business for assistance in discussing / resolving issues not captured under existing Solution Manager tickets, for example knowledge gaps and training.
On-going support of the Business Continuity Program (BCP), ensuring a timely and effective implementation to plan.
Manage, controlling and supporting the Month end process includes journals postings, rectification of errors, creation and setup of Master data like Profit centers, cost centers, internal orders, Chart of accounts, Manages the interfaces, Monthly and quarterly SOX reporting and setup of fixed assets and Monthly, quarterly and Annual closing of books through SAP FICO.
Manage Streamlining Processes & Process Excellence
Managing Process Optimization & Reengineering.
Driving Continuous process Improvement
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Excellent knowledge of Lean, Time & Motion Study & Value Stream Mapping & other process improvement tools includes Robotics
Process Improvements includes Lean, Six Sigma, ETY, RTY, FPY, Time & Motion Study and value Stream Mapping & Robotics.
Preparation of Skill Matrix, use of Leading & lagging Metrics and Correlation. Various Process output controls and analysis measuring tools like Cause and Effect Matrix, RACI, Failure Mode Effect Analysis and Process Control Plans & MOS. Planning in Service Operations works that includes Planned Operations, Cross Training Skill Matrix, Resource Planning Tool, Optimal FTEs v/s Actual FTEs, Total Available time, Document FTE and volume, standard time and effort, capacity planning Key Metrics
Managing month end accounting and R2R process that includes Sub ledger and General Ledger Reconciliations, Manual Journals, Fixed Assets, Re class of Journals and Reporting.
Managing end to end expense close process for life and corporate business Coordinating with TCS team to ensure that all the back end jobs are running fine and handling the error fixation process.
Closely coordinating with C&C, life, AP, IT finance, fixed assets onshore and offshore teams to ensure that expense month close process runs smoothly.
Responsible for publishing of month end close calender for the business, creation of new departments and amendments of existing departments, hierarchy changes, ration allocations set up, payroll close and multiple reporting requirements of onshore team.
Responsible for testing of new applications for data integrity along with TCS, Cognizant and onshore team.
Query Resolution for Onshore and Offshore team.
Supervise and manage team and was responsible for their
overall development, growth and training, coordination and evaluation.
Establish and maintain balanced relationship with the Client's.
Manage, review and maintain the Operational Excellence documents like 3x3, SIPOC, HLPM, DLPM, SOP's, white boards and control charts on monthly basis for the governance point of view.
Improves and automate the processes by working together with OE, Lean and Six Sigma.
Prepare and monitor the monthly and weekly Governance call Deck's with the client and participate in the weekly and monthly performance and SLA call's with the client to discuss the overall progress and activities performed.
Review the processes on monthly basis for the Quality assurance point of view. Prepare and review the daily SLA report required by the business to show daily health of the process.
Prepare, review and supervise the monthly scorecards, one on one discussions, and monthly feedback of the team members and process owners.
Managing and track the training's and development need of the team members on timely basis.
Supervise and manage the annually and Bi-annually ratings of the team members and provide the feedback on the same.
Improve existing processes and streamline workflows.
Working knowledge of Accounting and financial systems like Oracle, EGL, People soft, Hyperion, Essbase, TM1.
ain Responsibilities
Performed the reconciliation process between BSP accounts and Amex Intercompany accounting software Gmax.
Performed Financial Reconciliations and Inter company Reconciliations
Performed and managed month end accounting and reporting that includes Manual journals, reconciliations, correcting entries.
Prepared MIS, Matrices and other analytical report for the management. Coordinating and following up with various domestic and International Airlines for the recovery of Airlines Credit Memos and Debit Memos.
Prepared the control self assessment report, Sis Sigma Metrics and SDL weekly status report for the entire team.
Rigorous followup with the various Airlines for the recovery of TDS certificates approx between 40 to 50 crores every year and had a direct impact for the taxation team.
Coordinated with the different internals team like refunds, front office desk and different locations for the clearance of open items occurred due
to discrepancy between BSP and GMAX.
Prepared and consolidated Write off and Write back reports and registers.
Claimed Incentive from various Airlines through Billing discrepancy report(BDR). Timely prepared and shared ACM and ADM log's with the respective locations of American Express for the recovery from the Clients.
Prepared Standard Operating procedures for the respective processes and review
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BUSINESS EXCELLENCE
them on timely basis.
Achievements
Received various Customer Appreciation Award for"My support and data provided to business whenever its required.
Received Certification of Recognition Extra Miler Award for"My efforts towards Supporting India taxation team in reconciliation and regular follow up
with Airlines for TDS certificates ($846K), also for showing flexibility indaya to day work and taking over the additional responsibility of preparing the monthly metrics for BSP R&C Team.
Received Certificate of Recognition Star performer Award for"My Support during the SNB and ENY audit for India Business along with managing my BAU. Received Certificate of Recognition Extra Miler Award for "My flexibility and managing multiple tasks, support in India BSP R&C process, providing Training to new joiners on E2E process and supporting other colleagues as and when required.