Bhawana Kalra

• Have done Variety of roles at CL- D in GCB&A Team
• Managed large teams (150+ People) and executing operation excellence in line with wider strategy and organizational vision
• Worked as a Site Manager and represented GCB Gurgaon function independently reporting directly to Director GCB Team, by close liaison with different local support functions & participated at site level initiatives at GBS level.
• Effectively managed resource hiring for GCB&A for 3 years for various regional billing functions at all level
• Managing Multi-lingual and Multi-faceted Billing Process in a functional environment i.e. for UK, France, Italy, Benelux, Nordics, Belgium, AMEA etc.in line with BT billing L2C process
• Internal & External broad range of Senior Stake Holder Management and CFUs by driving team SLAs on customer/ employee satisfaction & surveys. Have excellent proven record of Your Say, NPS etc.
• Managing the governance framework with effective AR process controls from compliance and risk prospective, avoid revenue leakage and also manage internal & external audits (KPMG, Deloitte etc.)
• Take responsibility of running function in line with available budget and targets
• Successfully Lead large scale transition virtually (Lead lift and shift of whole AMEA billing process for 47 countries from KL to India in Dec 212 of 50 resources
• Working closely with various internal BT teams FSSC, TSO, Tax , Sales, Regulatory, Legal, Procurement, Collection and manage projects related to change in Govt billing guidelines, Billing systems migration, regional tax changes, Process strategy change, new product launch and deliver FTE efficiency with Process Improvement and Transformation projects etc (Unify, Digico, Simplify etc.)
• Managing business relationship with third party Billing Outsource partners and monitor their support provided, maintain the service required from an accuracy, timeliness and efficiency basis (EY/ B2Boost/FBIL in India and FPT in Vietnam etc)

Lead a Team Size of 30 people of regional billing function, Partnered with RA department to investigate and remedy gross margin trend issue

Transitioned Process (Media & Broadcast Billing) from Tech-M, Pune

Delivered new hire training sessions for almost 50 batches for CDSS Towers (Billing, Resource Reconciliation, Pricing etc.)

Active Participation in Continuous Improvement initiatives and team achieved Bronze certification from BQF Council

Active Participation in Challenge Cup and achieved Blue Ribbon

Effectively managed functional Stake Holders by strong governance

Active participation in Team engagement and hosting town halls

Subject Matter Expert accountable for Quality & Assurance on SLAs, Deliverables for respective Towers on billing, resource reconciliation, inventory, their query & escalation Management.

Mentoring, Coaching of existing work force on process & Training of new joiners.

Maintaining & Reviewing of SOPs and Knowledge Bank.

Preparing & presenting the monthly Dash Board on KPIS & SLAs to all stake holders.

• Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and providers.
• Evaluated aging reports to identify members to be included in monthly outbound collection calls.
• Analyzing call detail records and usages on the inventory received from ABU.
• Produce monthly invoices according to the commercial contract offer and network contract updates.

Worked in two key processes- E-Trade which was US mortgage process and Yahoo US Billing process

Quality check of the mortgage loan agreement and Queue Management Process revenue adjustments in billing database (creating credit memo, debt memo, write-off & refund)

Perform credit review for new clients and set credit limit in system.