Manager – Finance Operations (Order-to-Cash) at Genpact (Global GBS / ITES) (2023-12 – Present)
Lead finance operations for a global technology organization within a shared services environment, supporting APAC, EMEA, and North America. Responsible for operational delivery across Credit Management, Collections, Cash Application, Billing Support, and Dispute Resolution while driving governance, process excellence, and stakeholder engagement across multiple delivery centers.
- Lead a 65+ member finance operations organization comprising Assistant Managers, Team Leads, and Analysts, with 18 direct reports, delivering services across three global regions.
- Drive end-to-end service delivery through workforce planning, performance management, capacity optimization, and operational governance across multiple delivery teams.
- Partner with client leadership and internal stakeholders to review operational performance, resolve escalations, and align delivery priorities with business objectives.
- Foster a high-performance culture through structured coaching, regular feedback, succession planning, and continuous capability development.
- Established governance frameworks covering SLA adherence, KPI reporting, operational reviews, and escalation management, strengthening consistency across distributed delivery teams.
- Standardized operating procedures and documentation to improve process consistency, knowledge retention, and operational resilience.
- Designed executive dashboards and operational scorecards providing visibility into aging, collections performance, dispute trends, cash application, and productivity metrics.
- Maintained operational controls, process documentation, and governance standards to support internal and external audit readiness.
- Successfully led two end-to-end Order-to-Cash transitions, covering solution design, process mapping, SOP development, knowledge transfer, go-live planning, and post-transition stabilization.
- Implemented automation initiatives including customer communication workflows that improved follow-up efficiency and reduced manual intervention.
- Introduced data-driven portfolio segmentation using payment behavior, aging profile, and customer exposure to improve collection prioritization.
- Partnered with business and technology teams to identify automation opportunities and streamline workflows across Order-to-Cash processes.
- Delivered an 11-day reduction in DSO through structured portfolio reviews, behavioral analytics, and targeted collection strategies.
- Improved operational visibility by implementing standardized reporting and governance routines across multiple finance processes.
- Strengthened stakeholder confidence through proactive communication, structured governance reviews, and timely resolution of operational issues.
- Improved operational scalability through standardized operating procedures, structured knowledge management, and governance-driven delivery practices.
Manager – AR, Billing & Collections at Cialfo (Global SaaS / Ed Tech) (2022-10 – 2023-12)
Led finance operations for a fast-growing global SaaS organization, supporting billing governance, Accounts Receivable, collections, cash application, and customer account management. Played a key role in strengthening process governance while supporting business growth through operational improvements and cross-functional collaboration.
- Led end-to-end Accounts Receivable operations covering billing support, collections, cash application, dispute resolution, and customer account reconciliation.
- Managed daily operational delivery while partnering with Sales, Customer Success, and Finance to improve customer experience and accelerate issue resolution.
- Developed structured reporting and performance dashboards, enabling leadership to monitor DSO, aging, collections effectiveness, and operational performance.
- Supported capability development by introducing standardized operating procedures and improving process documentation.
- Drive end-to-end service delivery through workforce planning, performance management, capacity optimization, and operational governance across multiple delivery teams.
- Partner with client leadership and internal stakeholders to review operational performance, resolve escalations, and align delivery priorities with business objectives.
- Foster a high-performance culture through structured coaching, regular feedback, succession planning, and continuous capability development.
- Established governance frameworks covering SLA adherence, KPI reporting, operational reviews, and escalation management, strengthening consistency across distributed delivery teams.
- Standardized operating procedures and documentation to improve process consistency, knowledge retention, and operational resilience.
- Designed executive dashboards and operational scorecards providing visibility into aging, collections performance, dispute trends, cash application, and productivity metrics.
- Maintained operational controls, process documentation, and governance standards to support internal and external audit readiness.
- Successfully led two end-to-end Order-to-Cash transitions, covering solution design, process mapping, SOP development, knowledge transfer, go-live planning, and post-transition stabilization.
- Implemented automation initiatives including customer communication workflows that improved follow-up efficiency and reduced manual intervention.
- Introduced data-driven portfolio segmentation using payment behavior, aging profile, and customer exposure to improve collection prioritization.
- Partnered with business and technology teams to identify automation opportunities and streamline workflows across Order-to-Cash processes.
- Delivered an 11-day reduction in DSO through structured portfolio reviews, behavioral analytics, and targeted collection strategies.
- Improved operational visibility by implementing standardized reporting and governance routines across multiple finance processes.
- Strengthened stakeholder confidence through proactive communication, structured governance reviews, and timely resolution of operational issues.
- Improved operational scalability through standardized operating procedures, structured knowledge management, and governance-driven delivery practices.
- Successfully transitioned outsourced billing operations in-house by establishing a dedicated billing function, recruiting team members, and implementing governance standards.
- Improved invoice accuracy through standardized billing controls and SOP-driven execution during the stabilization phase.
- Contributed to ERP evaluation and implementation initiatives by representing finance operations requirements and process improvements.
- Strengthened operational governance by improving reporting discipline, process consistency, and stakeholder communication.
- Reduced overdue receivables by 30% through structured portfolio reviews, payment commitment tracking, and proactive customer engagement.
- Improved finance leadership visibility through enhanced KPI reporting and executive dashboards.
- Established scalable operating practices that supported business growth while maintaining service quality.
- Strengthened collaboration across Finance, Sales, and Customer Success, resulting in faster resolution of commercial and billing-related issues.
Senior Executive – Credit Control & Collections at Clarivate (Global Technology & Analytics) (2018-07 – 2022-09)
Managed global credit control and receivables operations supporting enterprise customers across international markets. Responsible for collections, credit assessment, dispute resolution, cash application support, and working capital optimization while partnering with internal stakeholders to improve financial performance.
- Managed global customer portfolios, performing credit assessments, exposure reviews, and aging analysis to support informed credit decisions.
- Reviewed commercial agreements, pricing terms, and customer commitments to validate disputes and support appropriate credit actions.
- Identified high-risk accounts through structured portfolio analysis and recommended mitigation strategies to reduce financial exposure.
- Supported customer onboarding and credit limit reviews where commercial risk assessment was required.
- Led a Lean Six Sigma DMAIC initiative focused on improving unidentified receipts and cash application efficiency.
- Improved operational reporting by introducing structured performance tracking and trend analysis.
- Supported automation and process improvements that reduced manual effort and enhanced process accuracy.
- Maintained complete documentation supporting governance, audit readiness, and knowledge management.
- Worked closely with Sales, Finance, Customer Service, and commercial teams to resolve complex payment issues and customer escalations.
- Managed high-value customer relationships through structured follow-up, negotiation, and dispute resolution.
- Supported leadership through operational reporting, collections analysis, and executive updates.
Team Analyst – Finance Operations at Accenture (2014-08 – 2018-07)
Built a strong foundation in global finance operations within a shared services environment, supporting multinational clients across Order-to-Cash processes. Gained exposure to process transitions, stakeholder management, operational reporting, and team leadership while consistently delivering against service level commitments.
- Managed end-to-end collections, cash application, and receivables activities across global customer portfolios while ensuring adherence to SLA commitments and operational targets.
- Led a team of 8 finance professionals, driving productivity, performance management, and service quality through structured reviews and coaching.
- Supported month-end activities, aging reviews, customer reconciliations, and reporting requirements to maintain operational stability.
- Worked closely with onshore stakeholders to resolve escalations and improve customer experience.
- Supported remote process transitions through knowledge transfer, process documentation, and stabilization activities.
- Contributed to SOP development, process standardization, and continuous improvement initiatives within the Order-to-Cash function.
- Participated in Lean initiatives focused on improving operational efficiency and reducing manual effort.
- Consistently achieved collections and productivity targets while maintaining high customer service standards.
- Developed reporting mechanisms that improved visibility into operational performance.
Assistant Manager – Finance Operations at AdAstra Marketing Pvt. Ltd.
- Promoted to Assistant Manager within 11 months in recognition of consistent performance and leadership.
- Managed credit control, collections, customer escalations, and operational reporting.
- Led a five-member team supporting customer portfolio management and receivables follow-up.
Senior Executive, US 1st Party Collections at True North AR India Pvt. Ltd.
- Supervised collections teams supporting customer follow-up, payment forecasting, and aging analysis.
- Conducted portfolio reviews and provided performance insights to leadership.
Process Associate, US 1st Party Collections at Genpact
- Began career in finance operations supporting collections, dispute resolution, and customer account management.
- Recognized as a Top Collector for consistent delivery against performance targets.
