SUSHANT KUMAR PANIGRAHI

• Managing headcount of 186 resources across 6 LOBs, with projected scope of expansion for more than 300 employees
• Successfully establish and manage offshore delivery centre in India
• Lead, inspire and direct offshore operations for both voice and back-office, ensuring effective development, implementation of strategies, processes, policies, procedures, SLA and services
• Providing strategic direction to Onshore stakeholders to ensure alignment with client strategies and thereby meeting required business targets
• Ensuring agreed SLA/KPIs are met month on month as agreed with clients
• Regular connect with CEO and all stakeholder in creating business strategies and policies
• Provide effective and visible leadership in areas of Corporate Governance, Operations, People, Values, HSE,
• Integrity and reliability to deliver Company’s strategic objectives
• Periodic connect with stakeholders on operational progress
• Ensure smooth service delivery across all business functions
• Lead development and ensure implementation of Business Strategy, ensuring that Company’s overall business goals are fully supported
• Control expenditure against approved budget on a regular basis and investigate & reconcile any significant variances to ensure effective performance and cost control
• Guide development and monitoring of offshore operations business plans for optimal annual budget, in line with company objectives, work programs to support alignment
• Ensure strict compliance on adherence to policies and zero tolerance on any client data breach

• Working as Process Specialist Lead for North America Land and Gulf of Mexico Sales order Management Team Managing couple of complex product service line in the business (PSL) CMT and HCT
• As per the BOT module, my team strength is currently 89 from Accenture Ensure the sales order creation and reconciliation is smooth through HDF (Halliburton Delivery Framework)
• Managed weekly cadence meetings with the internal stakeholders
• Monitoring the Salesforce queue to ensure SO creation activity gets executed within the assigned milestone Liaise with Proposals and Pricing/Contracts team for any supporting documents requirements
• Managing effective one-o-ones and providing documented feedback
• Managed and monitored results of team to ensure internal and external SLAs are met Responsible for rapid team expansion
• providing training and performance evaluations on a regular basis Coordinated ongoing team projects and resolved system, process and participant issues with cross functional team members
• Conducted ongoing internal team meetings to set priorities and timely resolve outstanding issues
• Facilitated weekly client meetings to review project status, upcoming deliverables and address concerns

• Working as an Operations Manager EMEA collections and disputes management
• Successfully executed the VKT and Pre-KT for the business ensuring all the knowledge transfers are captured
• Successfully transitioned one of the processes by travelling to Ireland and ensured a smooth KT for the business
• Ensure the KT has been captured in the SOP and final signoff from the retain organization
• Manage weekly and monthly governance calls with the stakeholders
• Designing of process maps and identifying the RCAs for the failure
• Managed and monitored results of the team to ensure internal and external SLAs are met
• Successfully automated the billing and dunning process
• Active floor support for all the team members in providing the guidance and help required for any issue occurred
• Manage performance review with the team members through effective one-o-ones and providing documented feedback.

• Managed a span of 53 FTES for Asia Pacific Region(Singapore/India)
• Collections Management: Review accounts receivable reports to ascertain status of collections and balances outstanding
• Evaluate current collections strategy and implement the best practices
• Review and approve delinquent accounts for Legal proceedings
• Conducted monthly portfolio reviews with the Team leads for their specific regions Highlight the non-paying and challenging customers to the internal stakeholders (sales team, customer service team) to minimize the risk of a bad debt write-off
• Disputes and Deductions Management: Spearhead the dispute management process effortlessly and ensure they have been tagged and resolved on priority within the TAT
• Regular connect with the team leads to ensure the DDO targets are met as per the SLA Following the LIFO method ensured all the ageing disputes are closed on priority
• Ensured correct tagging of the customer dispute is done in SAP FSCM as per their category Ensured all the valid deductions are getting processed within the agreed timelines and generation of credit for valid deductions
• Ensured all the invalid deductions gets assigned back to the collections team with proper reasoning
• Cash Application Management: Ensured cash gets applied timely and accurately
• Ensured the reduction of UA/UI as per the agreed SLA Ensured for a smooth month end completion of all open cash items and bank adjustments
• Supporting in the audit process as in when required
• Ensured effective follow ups are being made to the field on the UI items to perform any offset/refund, based on the response
• Stakeholder Management and service delivery: Managed and monitored results of team to ensure internal and external SLA's are met
• Prepare and present monthly/quarterly business review to leadership
• Manage weekly and monthly governance calls with the stake holders
• Conduct monthly one-o-one with the team leaders to review progress on their specific collection regions
• Escalation management is also a part of my job profile Motivate and influence operational teams to achieve results
• Successfully transform the project from Stable to Capable state Preparation of OE documentations I.e. FMEA, VSM, Process maps, 3X3
• Review current Quality parameters and provide improvement ideas
• Designing of process maps and identify the RCAs for the failure FTE calculations and reengineering of the current process requirements
• Transition Management: Successfully done transition for one of the new projects from Warsaw Poland
• Successfully done reverse KT for dispute
• Active participant in the solutioning team to ensure all the requirements are met as per the project
• Successfully executed the UAT for all the required applications Actively being a part of the Hiring process.

• Spearheading credit and collections activities for one of the clients of HPE
• Reviewing credit & credit limit assignment
• Conducted monthly portfolio reviews for the collectors
• Preparation of daily and weekly dashboards on the team performance.
• Active participant for the weekly calls with internal stake holders on the individual portfolio performances.
• Monitoring blocking/unblocking of current orders based on the payment history & credibility of any given customer in SAP system
• Ensuring collection of any open receivables on time as a collection’s specialist
• Following-up with the customers through phone, email/fax in order to get the payment on time
• Escalating the non-paying and challenging customers to the internal stakeholders (sales team, customer service team) to minimize the risk of a bad debt write-off
• Acting as a dispute resolver and providing them advisory support for effective business solutions in coordination with sales, customer service team
• Posting dunning and account suspension letters on the delinquent accounts based on the approval authority
• Undertaking open credits and unapplied cash on any given account by reaching out to its respective customers
• Preparing monthly DSO, credit exposure reports and bad debt reports

• Monitored and evaluated associate’s performance to motivate high performance amongst the team members
• Conducted monthly portfolio reviews for the collectors
• Defined personal & team targets to achieve improved results
• Attended monthly calls with sales team & internal stakeholders and highlighted the delinquent customer accounts
• Dealt with customer escalation calls when required
• Worked with cash application team towards unapplied & open on account payments
• Prepared monthly performance report for the collections team
• Drive engagement activities like monthly competition in terms of reduction of 120+ day’s accounts, conduct process knowledge test.
• Assign trainings based upon the interest level as well as individual skills requirements for the business

• Managed service delivery and ensured all invoice details are correct & aged receivables are collected to enable revenue recognition on time
• Conducted receivables reviews with customers on a regular basis to reconcile differences
• Analyses any cancellations/re-bills and unapplied cash on given account level and provided a resolution
• Reviewed calls with customers and internal stakeholders on weekly basis
• Coordinated with auditors & gave schedules for ageing receivables
• Prepared periodical reports on aged receivables & collections process (invoice amendments, credit memo and bad debt reserve and so on)
• Rendered resolution to customer queries by adhering to escalation matrix when required

Worked in accounts receivable team;

scrutinized invoices/requisitions for goods & services and updated the same on GECARS (General Electrical Account Receivable solution)

Verified:

o Transactions comply with financial policies & procedures in case of refund to the customer

o Customer invoices in case of any discrepancy and charged payments for invoices through Payment Suite, in case of Credit Card payments

● Collected past due invoices and PD reduction as a collection expert

● Provided effective resolution to disputes & improved relationships by anticipating future requirements

● Escalated the non-paying customer account in coordination with Sales Team

● Followed-up with the customer to minimize the Past Due volumes & ensured achievement of monthly collection numbers

● Sent demand letters and account suspension letters on delinquent accounts

● Processed Credit Card Payment for invoices

● Interfaced with Sales/Director of service to get the proper flow of information routed (business updates, additional contact information of the customer and so on) with various helping tools like Google, get the proper contact details of the customer

● Undertook coding of refund checks received and took appropriate action on vendors with debit balance