Bhavya Rathod
Service Delivery Lead
Hyderabad,Telangana
Summary
Results-driven finance and operations professional with extensive experience in Order-to-Cash (O2C) processes, business transitions, and client relationship management. Proven track record of leading high-value Order management, billing operations, optimizing cash applications, and driving process improvements through Lean Six Sigma methodologies and digital tools. Adept at managing cross-functional teams, ensuring SLA compliance, and delivering measurable business outcomes across global accounts. Pursuing new professional challenges with a growth-oriented company.
Overview
19
19
years of professional experience
Work History
Senior Manager
Genpact India
Hyderabad
04.2006 - 07.2025
Order Management
- Spearheaded daily operations for 300+ customer orders, ensuring execution within a strict 30-minute turnaround time and consistent SLA achievement.
- Provided functional leadership by identifying process inefficiencies and implementing corrective actions to meet MSL targets of 85%.
- Developed and maintained customer-specific SOPs to ensure standardized and accurate order processing across diverse client requirements.
- Acted as the primary functional liaison between operations and development teams, simplifying complex issues for technical resolution.
- Partnered with developers to resolve system and process issues, providing clear functional context and prioritization.
- Supported testing cycles post-fix implementation, validating changes against business requirements and operational workflows.
- Documented all changes and enhancements, updating SOPs and training materials for operations teams to ensure adherence.
Billing & Adjustments Operations
- Managed billing for 300+ customer accounts for $250M+ monthly across various billing models (Consolidated, Standard, Project, Milestone).
- Supervised billing teams to ensure SLA adherence across weekly, bi-weekly, and monthly cycles.
- Created and maintained SOPs for 200+ customers to ensure standardized and accurate billing.
- Collaborated with onshore account managers to onboard clients and align billing with MSAs.
- Led client calls to resolve billing issues and provide operational updates.
Cash Applications
- Directed AR, credit, and reporting activities to align with business goals.
- Increased automation and payment matching rates to 95%.
- Reduced aging of suspense items and improved FPY from 70% to 85%, unlocking $350K in working cash.
Skills
- Business Transition & Change Management
- Order-to-Cash (O2C) Process Expertise
- Functional Input & Process Optimization
- Client Relationship & Escalation Management
- Process Improvement (Lean Six Sigma – Green Belt Certified)
- Robotic Process Automation (RPA) & Digital Tools
- Performance & Compliance Monitoring
- Billing Operations & Financial Accuracy
- Tool Proficiency: Oracle, PeopleSoft, Invoice 20, Dax, MS Office, Power BI
Operational Excellence
- Led MBR/QBR governance calls with stakeholders to drive strategic priorities.
- Implemented billing scheduler and Power BI dashboards for enhanced visibility and forecasting.
- Engaged with legal teams to manage SOWs, change requests, and COLA charges.
- Identify opportunities to enhance productivity through digital tools (BOTs, RPA) and process improvements.
- Established and maintained baselines for process metrics, ensuring continuous improvement and optimization.
- Forecast hiring needs based on attrition trends, raise requisitions, and conduct interviews.
Projects
- Green Belt Project – R2R Revamp (BPMS Method): Applied COPIS, FMEA, VSM, and governance frameworks to enhance productivity.
- Unidentified Reduction & FPY Improvement: Improved AR metrics and reduced suspense aging for a leasing major.
- Bill vs Pay Gap Reduction: Address discrepancies for BGC vendor payments for a staffing industry client
- Creation of robust work instructions/SOPs on customer level for optimal accuracy in Order management and billing
- Partnering with digital team for mapping of all the dashboards in Power BI and leveraging Co-Pilot feature for volume perditions
Education & Certifications
- Commerce Graduate – RSSU University, Raipur
- Lean Certified – Trained & Tested
- Six Sigma Green Belt – Trained & Certified
Timeline
Senior Manager
Genpact India
04.2006 - 07.2025