Bhavna Singh
Hyderabad
Summary
Reliable Manager with 10 years of proven expertise in Order to Cash operations, demonstrating high levels of ownership and initiative. Possessing exceptional work ethic and a strong drive to exceed company and client expectations. Skilled at building productive working relationships and successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented settings while consistently delivering operational excellence
Overview
1
1
Certification
10
10
years of professional experience
Work History
Deputy Manager
Deloitte
06.2025 - Current
- Overseeing a $1.2 Billion portfolio for North America
- Leading and managing the Global Accounts Receivable (India) Collections team to achieve cash collection targets
- Transforming OTC Collections and Deductions with smart technologies and automation (RPA and QPA)
- Collaborated with sales, customer success, billing, revenue operations, finance, and legal teams to resolve customer payment issues, improving cash flow
- Prepare and present collection performance reports and cash forecasts in Monthly Business Reviews
- Identify collection risks, recommend credit actions, and minimize bad debt exposure
- Implemented BRIM SAP in saas organization, enhancing billing processes
- Contributed to SOM transition testing efforts, ensuring smooth system integration
- Deployed 2 RPAs successfully, resulting in a 1 FTE release
OTC Manager
Genpact India Private Limited
08.2023 - 06.2025
- Successfully implemented S4Hana & BRIM SAP transition in North America Region
- Transformed OTC collections and deductions through implementation of smart technologies and automation.
- Deployed Statement of Account Automation achieving 100% account penetration
- Identified and executed a GB project, enhancing cash flow impact by ~$8MM
- Managed a diverse portfolio valued at $900 million across North America.
- Directed team of 16 professionals to enhance collaboration and performance.
- Attained 87% penetration rate for Genome BIT Wave completion in OTC Tower (Gen AI and Data Literacy)
- Automated customer portal for invoice status, resulting in a 1 FTE release
- Automated manual PDF Invoice Extraction from ERP, resulting in a 1 FTE release
- Resolved complex EDI, pricing, freight, and pallet billing issues, reducing escalations by streamlining processes and improving accuracy, which enhanced client satisfaction and operational efficiency
- Collaborated with Cash Application team to ensure timely posting of payments, including check-based transactions, reducing missed applications by 95% and improving cash flow accuracy across portfolios
- Acting as SPOC for OTC tower, leading quarterly PKT, cross-training, hot testing, and the Genome initiative
- Monitoring and analyzing business performance for improvement areas and initiating actions
- Ensured exceptional customer service by addressing issues proactively and implementing corrective actions.
- Successfully managing the team bench with a 60:40 ratio
- Defined performance objectives and offered actionable feedback to enhance team productivity.
- Organizing bi-weekly employee engagement activities to foster a positive work environment
Master Disputes Analyst
American Express
03.2019 - 06.2021
- Promoted to team captain within one year, recognized as star achiever and top performer
- Led a team of 14 professionals managing North America disputes, improving resolution turnaround by 45%
- Reduced overdue balances by 38% through effective investigation and resolution of credit card disputes
- Achieved consistent voice of customer scores above 95% by delivering fair resolutions to disputes
- Validated complex documentation to resolve re-disputes, increasing customer satisfaction by 10%
- Streamlined dispute resolution using global ERP systems, cutting processing errors by 30%
- Initiated process improvements that closed service delivery gaps, boosting client satisfaction scores
- Handled escalations and corrective actions, reducing repeat escalations by 25%
Senior Technical Support Associate
IBM India Private Limited
10.2017 - 03.2021
Senior Customer Service Representative
NTTDATA Services (Formerly Dell International Services)
08.2016 - 09.2017
Education
Master of Business Administration -
01-2023
Bachelor of Business Administration -
01-2016
Skills
- BRIM SAP
- SAP S/4HANA
- Automations
- OTC automation solutions
- RPA/QPA deployment
- OTC management
- Customer relationship management
- Credit/Cash flow management
- Business review
- Performance reporting
- Process Improvement
- Analytical thinking
- Problem Solving
- Decision Making
- Team management
Certification
- Certified- GREEN BELT
- Certified- LEAN TRAINING
Professional Email
Bhavnasingh@deloitte.com
Personal Email
Bhavnajims7@gmail.com
Whatsapp Number
8076635755
Languages
English, Advanced - C1
Roles
- Manager
- Deputy Manager
- Assistant Manager
- Team Coach
- Master Dispute Analyst
- Senior Technical Support Associate
- Senior Customer Service Representative
Industry Experience
- CPG (Consumer Packed Goods)
- SaaS (Software as a Service)
- BFS (Banking and Financial Services)
- Information Technology Industry
- Healthcare Industry
Timeline
Deputy Manager
Deloitte
06.2025 - Current
OTC Manager
Genpact India Private Limited
08.2023 - 06.2025
Master Disputes Analyst
American Express
03.2019 - 06.2021
Senior Technical Support Associate
IBM India Private Limited
10.2017 - 03.2021
Senior Customer Service Representative
NTTDATA Services (Formerly Dell International Services)
08.2016 - 09.2017