BUSINESS ACCOUNT LEAD Executive Profile Strong Service Delivery Operations Management experience significant exposure entire value chain key contributions Operations framework set-up service delivery. Onshore account manager BPO engagements, responsibility overseeing delivery across BPO engagements multiple delivery locations various work streams, well responsibility business development new existing clients within BPO.A diverse career graph rich experience Strategy Planning, Service Delivery, Delivery Management, Business Analysis, Leadership 15 solid years experience Operations Service Delivery Extensive hands expertise Bid Management, Solution Architect, Transition Expertise handling Transition planning support. Adept implementing transition project plans according client business specifications Achievements managing Projects resulting dollar benefits company, initiatives involving re-engineering business processes, operations enterprise applications Excellent analytical, organizational, interpersonal skills, Identification negotiation Business Technology requirements Committed efficient accurate management information systems fast-paced, deadline-driven environment.Proven ability translate Business needs technology requirements supports company's Business objectives, successfully manage phases Projects needs analysis requirements definition Line Business, Support Function, implementation, training Results oriented professional, recognized taking major initiatives, adapting rapidly changing environment resolving mission-critical issues ensure bottom-line success Skill Highlights Client Relationship Management Delivery Management Client engagement structuring management Exceptional people skills, internal external Account planning management Financial management Sales solutioning Account strategy management Transition Management Quality management Core Accomplishments Revenue Growth: Enabled business growth creating successful solution helped contract extension 35M USD additional upsell 10M USD FY'14-15 Delivery Management: Managed contract financial estimated exceeded operating margins year year. Was promoted Business Account Lead due exceptionable delivery management. Client Value Creation: Managed multiple lean projects applied leading industry practices bring 5M USD positive P&L impact client. Process improvement resulted revenue increase Accenture increase productivity Escalation Management: Established strong relationship client major escalation actively participated claims settlement process helped client retentions improved relationships Professional Experience Business Account Lead February 2014 Company Name City State As Business Account Lead managed client relationship outsourcing contract client service management delivery contract. Activities include managing P&L account, managing teams, implementing improving standard processes tools drive operational efficiencies, meeting operational financial commitments. Developed managed outsourcing delivery contract relationships including transition service delivery, ensure smooth efficient way ensuring minimal escalations handling issues become escalations. Participated RFI RFP responses enable business case creation creating winning solution P&L Responsibilities account ensuring overall profitability. Responsible client relationship management Responsible BPO integration total ACN Engagement Leadership Responsible negotiation change requests cover scope, timeline dependency changes Maintain contractual compliance Created opportunities extend Accenture BPO business client account consultation Client Account Lead Establish formal routines delivery account reviews with: Client client account leadership Commercial directors Relevant executives BPO Sales Team Participate solution design processes Work close coordination sales team ensure commercial offer particular business line competitor's offerings. Participate development standard costing new services/contracts sign commitment proposed Service Level Agreement (SLAs) Review validate specific solution configuration/deal shaping, ensure delivery capability achieve client expectations. Work delivery leadership sign-off solutions. Support sales opportunities validate expected delivery capability. Key Achievements: Successfully renegotiated 35 M USD contract extension. 10 M USD sales achieved last 2 years Overall contract margin targets achieved year year adjustments. General Manager March 2011 January 2014 Company Name City State Program Managing 2 engagements F&A Legal BPO Scope Nordic US client respectively. The key object F&A scope perform different activities across towers P2P, OTC R2R various process covered like Vendor creation, invoice processing, helpdesk, T&E, Payment, Fixed assets, Reconciliation, Cash allocation, Billing, CCI on. For legal client Data Entry includes 5 functions foreclosure legal paper service process business. The functions Data Entry, Case Information Gathering, Affidavit Entry, Summons Assignment Backend Indexing .Managing overall Service Delivery end end 2 engagements team size 250 billable agents 9 team leaders 3 Managers. Managing overall Service Delivery 2 critical clients team size 200 billable agents 5 team leaders 2 Managers. Act single point contact Accenture Operations organizations/regions cascade information respective geographies vice versa Identify coordinate Accenture Operations resources needed various stages Program. Ensure ACN Service Delivery organization actively looking optimize process delivery leveraging solution functionality. Ensure solution enable Service Delivery organization deliver commitments area. Provide expert input access Accenture Operations SME's regional impacts needs. Manage escalated risks issues conjunction Program Lead. Main contact Client relationship Management Contract Delivery related scope Identify communicate potential impacts solution changes service delivery organization consideration part decision process. Sign service acceptance behalf Service Delivery Organization. Managing run estimates budgets Service Delivery Assessing Service Delivery Organization impacts ability proposed requested solution changes Innovation drive andalso scope increase deals part responsibility Key deliverable retention practice activities pertaining that. Working HR, Capability Development support groups enable it. Occasionally support Geo Sales teams defending Service proposals Key Achievements: Engagement managed leadership chosen represent Accenture "Best Performing Outsourcing Deal" IAOP forum. Delivered 7M USD P&L impact benefit client resulting 1M USD revenue addition part gain sharing Accenture Worked directly sales process several BPO RFP responses win rate 70% Engagements leadership lowest attrition rates. Operations Lead March 2010 February 2011 Company Name City State Project managing Global Biostatistics Programming Document Technology towers Clinical Research Team US based Pharma client. The key objective Clinical Research team collect, monitor research, assesses evaluate information lab tests subjects adverse effects medications make documents submission ready FDA. Also Managed Data Entry Safety Review towers Single Case Processing Team US based Pharma client. The key objective Pharmacovigilance process collect, monitor research, assesses evaluate information healthcare providers patients adverse effects medications. Managing overall Service Delivery 2 critical towers team size 91 billable agents 5 team leaders 2 Managers. Managing overall Service Delivery 3 critical towers team size 91 billable agents 5 team leaders 2 Managers. Key responsibility manage Overall Service Delivery ensuring SLA Compliance Single Case Processing Team, Global Biostatistics Programming Document Technology towers strategizing meet SLA targets process Client. Forecasting hiring requirements completing hiring process line HR. Planning Quarterly monthly Target Teams accordance Process deliverables. Bi- annually Performance Appraisals Team Leaders team members Central HR Dept. Scheduling trainings team members various departments per business need. Maintaining healthy client relations ensure smooth business flow. Managing exceeding quality expectations Clients identifying opportunities process improvements. Front-ending client process related issues including capacity management target setting. Key Achievements: Involved setting accuracy framework AEP, GBP DocTech processes. Designing functionally implementing metrics management process resulting productivity put increase. Restructuring resource level performance management system reformatting individual level "Balance Scorecard" make performance evaluation data driven. Setting "Incident Management" process resulting month month reduction client rework cases. Solutioned Aggregate Safety Reporting Productivity SLAs. Setting people forums resulting improvement GES scores reduction attrition. Created Operation Guide document processes. Assistant Manager/ Manager August 2006 October 2008 Company Name City State Managed team 72 agents 5 Team Leaders B2B Order Cash Process along handling team 20 agents 2 team leaders looking Credit Balance Project. Was responsible ensuring SLA's Cash Aging met also ensure Cr balance shows month month reduction. My responsibility also ensure maintain healthy ledger hence conduct housekeeping activity petty dollars write offs conducted monthly. To introduce quality rigor process remove areas concern thus bringing improvement process performance. Holding team meetings, taking one one session sharing best practices. Maintaining team statistics leave record, training schedule preparing "performance based". Strategizing meet SLA targets process Client. Forecasting hiring requirements completing hiring process line HR. Planning Quarterly monthly Target Teams accordance Process deliverables. Bi- annually Performance Appraisals Team Leaders team members Central HR Dept. Scheduling trainings team members various departments per business need. Client relations ensure smooth business flow. Key Achievements: Was given "Zen Master" Award Was given rewards points Sr. manager exceptional performance. Implemented behavior driven input metrics, helped increase call productivity 30% within 2 months. Streamlined SLA reporting process. Achieved highest ever cash collected month December 2009 2 year history process. Team Leader December 2002 July 2006 Company Name City State The scope exercise included answering inbound well outbound supervisory calls collection outstanding checks. Responsible team's performance part goal ensure team's performance par teams similar portfolios well ensure SLA's met. Conducting briefing giving explanations client process performance bi-weekly basis. Had additional responsibility "process trainer" absence dedicated trainer also part ideas committee reward new idea forwarded associates. Interacting client discuss strategy collections raise monthly invoice. Weekly scheduling staffing Team members. Monthly Evaluation Agent Productivity Planning Rewards Recognition activities Sharing daily productivity updates Manager. Annual appraisals Team Members. Facilitating recruitment training process. Streamlining process per COPC requirement Analyzing CSAT well SLA metrics preparing relevant action plans team level. Key Achievements: Was responsible transitioning process Was given opportunity second Transitioning higher delinquency business process Was selected part transition team pilot process Was always rated Exceeding Expectation rating Quarterly TL Reviews. Senior Technician February 2002 December 2002 Company Name City State Worked second largest ISP software solutions provider United States Senior Technician. Provide technical support incoming calls Provide process training new hires. Coaching mentoring agents. Maintaining dash board. Monitoring calls. Key Achievements: C-SAT scores 94% knowledge 96% courtesy 245 surveys time highest across floor. Was twice awarded making maximum smart transfer sells. Got G5 P4 rating appraisal.(5 highest). Process Developer July 2000 September 2001 Company Name City State Making outbound collection calls. Taking escalated calls. Mentoring floor training new hires. Updating dashboard. Briefing new updates. Sharing best practices. Key Achievements: Got promoted 12 months joining. Was awarded "star month" award twice. Had 11 Outstanding Exceeding Expectation performances 13 AES scores. Education MBA Finance 2015 Mahatma Gandhi University State India Gold Certification Operations MAnagement 2013 ISB Accenture Joint Program City India Diploma Hotel Management 2000 Institute Hotel Management City India High School 1997 Bharatiya Vidya Mandir City India Interests Avid follower Soccer Cricket, Love cooking watch movies Personal Information Married Skills Program Management,Service Management,Client Relationship Management,Sales Solutioning, Transition Management,Performance Management,Managing P&L