Service Delivery Manager
Cognizant Technology Solutions
مجموع سنوات الخبرة :9 years, 9 أشهر
• Owns the complete P&L for the entire account and responsible to maintain the customer profit at a minimum of 30% YTD.
• Manages a team of 250+ FTE’s across CHN & HYD locations.
• Accountable to meet the projected collections every month as per the given CRP’s.
• Ensure to meet the client service level agreement on DSO, Cash Collections, AR in 120+ ageing, Written off to collections % and Coding accuracy.
• Resource planning: Ensuring optimum utilization of resources/capacity.
• Manage risk/issues. Escalation of key issues to customers /Client Service Manager.
• Monitoring and managing workflow to assure timely delivery of agreed SLA’s.
• Reviews AR trends in Cash, DSO, and Bad Debt and publish the team’s performance to Sr. VP & Director of Operations regularly.
• Monitors AR Management Goals monthly and works with the Sr. VP Operations to ensure quarterly reduction in volume of accounts through collections and account resolution.
• Validates that documented collection activity in centers comply with established policies and procedures.
• Works with the teams to identify trends or patterns delaying AR collections and then coordinates measures for process improvement.
• Ensure the collection target is met for clients on a monthly basis.
• Managed charges worth $1.3 billion per month with gross collections of 59%, the average days in A/R at 65 days and AR >90 ageing is approximately 22%.
• Initiated personal review and value addition process with the top customers to guarantee customer satisfactions and meet/exceed quality standard; have retained 100 percent of the customers
• Supporting and coaching team members to reach their full potential
• Maximizing opportunity by promoting the highest standards of customer care and recognizing potential development and training opportunities to increase revenue for both customer and organization.
• Monitoring and controlling business compliance in all areas, including Client calls, effective planning, staff training and development, organization and time management
• Successfully completed Leadership workshop • Certificate Course in Project Management • Completed Personality Development Program
Diploma in Internet Programming, Pentasoft Technologies Internet Concepts, HTML, VB Script, Java Script, XML, Java, Servlets, JSP, ASP, Linux with Cold fusion, COBRA and Jini 2001
Diploma in Software Tech. & System Management , NIIT DOS, Windows, LAN, MS-Office, UNIX, RDBMS Concepts, C++, SEI CMM & ISO concepts 1997
Completed B.Sc Mathematics from University of Madras in Dec 1996.