Ajay Kumar Sharma
Jaipur
Summary
Accomplished Assistant Manager, Operations with extensive experience in global operations, team management, and process excellence. Proven track record of stabilising new projects, achieving 100% SLA compliance, and increasing productivity by 20%. Expertise in implementing automation projects, reducing incident resolution time by 35%, and improving customer satisfaction scores by 15%. Demonstrated ability to execute ISO-compliant audits, develop corrective action plans, and drive major process improvements. Skilled in financial standards adherence, analytics and reporting, and issue resolution. Proficient in tools such as ServiceNow, Concur, Navision, AS400, MS Excel, and SAP. Career goal: to leverage leadership and strategic skills to optimise operational efficiency and drive continuous improvement within a dynamic organisation.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Assistant Manager, Operations
Genpact India Pvt. Ltd.
Jaipur
11.2022 - Current
- Stabilized 3 new PTP projects, achieving 100% SLA compliance within 90 days.
- Directed global operations team of 40+ FTEs across AP, Helpdesk, and Invoice Audit, increasing productivity by 20%.
- Implemented Service Now, reducing incident resolution time by 35% and improving reporting accuracy.
- Involved in system migrations and process setup execution
- Involved in process modeling and setup for transition initiatives
- Cleared transition backlog in 3 months, cutting invoice processing delays by 40%.
- Designed RCA tracker, reducing repeat incidents by 25%.
- Submitted 6 automation projects, saving 300+ man-hours annually.
- Increased customer satisfaction scores by 15% through proactive issue resolution.
- Participated in risk control identification and implementation strategy development
Lead Associate, Quality
WNS Global Services
Pune
03.2020 - 10.2022
- Executed 200+ ISO-compliant audits annually, reducing AP error rate by 25%.
- Delivered weekly/monthly quality reports, enabling data-driven decisions.
- Conducted root cause analysis for escalations, reducing recurrence by 30%.
- Partnered with clients on trend analysis, driving 3 major process improvements.
- Developed corrective action plans, improving audit pass rates by 20%.
Subject Matter Expert
Infosys BPM Ltd.
Jaipur/Pune
12.2015 - 02.2020
- Managed AP/AR operations for APAC & US clients, reducing reconciliation discrepancies by 20%.
- Processed accruals/reversals, ensuring 100% compliance with financial reporting standards.
- Led KPI calls with clients, implementing 5 process improvements that reduced cycle time by 15%.
- Resolved 95% of client escalations within SLA.
- Supported T&E processing via Concur and cash posting in Navision/AS400, improving accuracy by 18%.
- Promoted twice within 3 years for consistent performance.
Warranty Assistant
Tanya Cars Pvt. Ltd. (Volkswagen)
Jaipur
01.2015 - 12.2015
- Managed warranty claims and insurance approvals, reducing rejection rate by 20%.
- Conducted audits of warranty records, ensuring compliance with OEM standards.
Cashier
P.L. Motors Pvt. Ltd. (Hyundai)
Jaipur
06.2014 - 12.2014
- Handled daily cash collection and invoice processing with 100% accuracy.
- Processed insurance claims and payroll preparation, improving turnaround time by 15%.
- Prepared daily branch reports, ensuring transparency in financial operations.
Education
Bachelor of Commerce (B.Com.) - Accounting & Finance
01.2012
Skills
- Leadership and strategy
- Global operations
- SLA compliance
- Team management
- Process excellence
- SOP design
- Automation projects
- Continuous improvement
- Quality and compliance
- ISO audits
- AP error reduction
- Financial standards adherence
- Analytics and reporting
- KPI dashboards
- Forecasting
- Trend analysis
- Performance optimization
- Workforce planning
- Issue resolution
- Customer satisfaction improvement
- Tools and platforms: ServiceNow, Concur, Navision, AS400, MS Excel, SAP
Certification
- Certified in Accounting, Accounts Payable, Accounts Receivable & General Ledger (T100, T200)
- Accounts Payable Practitioner & Source-to-Procurement Training
- Infosys Learning Institute - Behavioral & Business Communication Training
- Presentation Skills & Customer Orientation Training
- Green Belt (Train and Tasted) Completed
Accomplishments
- Awarded 4 Spot Awards and an Activity Award for exceeding operational targets.
- Submitted 3 process improvement projects, saving 200+ man-hours annually.
- Recognized by clients for resolving 95% of escalations within SLA.
- Successfully led DC-level initiatives, enhancing employee engagement.
Languages
Fluent in English and Hindi
Websites, Portfolios and Profiles
linkedin.com/in/ajay-sharma-a0a601184
Hobbies and interests
- I love to play Cricket, Long rides on bike
Timeline
Assistant Manager, Operations - Genpact India Pvt. Ltd.
11.2022 - Current
Lead Associate, Quality - WNS Global Services
03.2020 - 10.2022
Subject Matter Expert - Infosys BPM Ltd.
12.2015 - 02.2020
Warranty Assistant - Tanya Cars Pvt. Ltd. (Volkswagen)
01.2015 - 12.2015
Cashier - P.L. Motors Pvt. Ltd. (Hyundai)
06.2014 - 12.2014
Rajasthan University - Bachelor of Commerce (B.Com.), Accounting & Finance