Summary
Overview
Work History
Skills
Education
Timeline
ResearchAssistant
Dheerendra Mishra

Dheerendra Mishra

Assistant Manager - Contract Maintenance (Account Manager)
Noida ,UP

Summary

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  • Focused on supporting business management with developing and implementing successful operational and service policies. Well-versed in [Industry] practices, standards and regulations. Solid financial acumen, operations experience and natural leadership talents.

Overview

12
12
years of professional experience
3
3
years of post-secondary education

Work History

Assistant Manager of Operations

Genpact
Noida , Uttar Pradesh
10.2020 - Current
  • Skilled at working independently and collaboratively in a team environment.
  • Organized and detail-oriented with a strong work ethic.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Proven ability to learn quickly and adapt to new situations.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Excellent communication skills, both verbal and written.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Worked well in a team setting, providing support and guidance.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Strengthened communication skills through regular interactions with others.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Paid attention to detail while completing assignments.
  • Developed and maintained courteous and effective working relationships.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Passionate about learning and committed to continual improvement.
  • Identified issues, analyzed information and provided solutions to problems.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Business Operations Analyst

Accenture Solutions Pvt Ltd
01.2017 - 01.2020
  • Established work procedures and processes that support process and client requirements to ensure 100% performance
  • Implemented new processes and procedures to improve efficiency and pricing and contract alignments
  • Setting up the different parameters, audits & reporting analysis for process improvement
  • Responsible for handling escalation related to product pricing and contract issues
  • Responsible for preparing daily account analysis and performance
  • Coordinating with different internal teams to resolve queries and escalation from vendor, customer and internal teams as well
  • Lead support for Invoice Management report
  • Scrutinizing operational excellence documents and desk documentation for different team and clients
  • Essaying a stellar role in transitioning & stabilization current process
  • Engaged in organizing Knowledge Sharing Sessions (Cross skilling) across the team and updating the process knowledge
  • Tools in use: SAP ECC, IBM Content Manager, SAP CRM , Acrobat Reader, Outlook, Service Now
  • Significant Accomplishments:
  • Resolved the 100% pricing issue of our customers in just one year
  • Biggest achievement since the client has those accounts 2021
  • Evaluated the existing information management system and updated knowledge gaps by preparing the guide
  • Provided useful inputs for process optimization, these were later recognized and appreciated by the client
  • Worked on SIPOC project to set up information flow and process improvement, 2022
  • Handling Root Cause Analysis (RCA) at process level and providing training inputs
  • Process: UK Export
  • Working as a UK Exports Order Management analyst which includes managing Stock transfer Orders, US Export
  • Orders, Europe Export Orders and UK Export Orders, South Africa export orders, and Australia Export orders
  • Transport booking with various carriers including Trailer, containers and Vessel booking
  • Handling transport related issues to ensure hassle free transportation
  • Handling customer claims regarding the issues on PO’s and invoices
  • Lead for creating custom documents and end-to-end support to ensure that order is cleared through customs
  • Managing the archiving of custom documents for audit purposes
  • Established work procedures and processes that support process and client requirements to ensure 100% performance
  • Creating Standard Operating Procedures (SOP) to simplify and meet the quality audit requirements
  • Client: Google
  • Key Result Areas:
  • Worked as a Support role for the newly hired team
  • Managed a team of 17 members and trained for email support
  • Handle customer escalations and complaints related to product and services
  • Lead and publish daily, weekly and monthly team performance reports
  • Maintaining complete data and providing inputs to management about the current situation.

Senior Practitioner

Concentrix Daksh India Pvt. Ltd
01.2014 - 01.2017

Business Operation Executive

Edelweiss Tokia LIfe Insurance
01.2012 - 01.2014
  • Solely lead for day to day cash management and coordination with the banking team for reconciliation
  • Accountable for scrutiny of new business Proposal forms and Agency forms
  • Lead for Branch FTR, QC score, Issuance, and delivery of policy bonds to customers
  • Project Handled:
  • Drafted the complete Claim Processing Structure (Accenture)to resolve customer claims, approved by the client, in
  • Crafted the consolidated order tracker (Accenture)for all regions to avoid the delay, latency, data miss from quality tracker, approved by client, 2019
  • Effectively running the “Standard Quality Audit” (Accenture) across the deal to meet the client quality requirement from 2019
  • Created work instructions for all regional customers (Accenture), approved by client, 2020
  • Drafted “Standard Operation Procedure” for new warehouse (Accenture), approved by client, 2020
  • Project submitted on User experience and customer response rate (Satisfaction survey), approved 2019
  • Recommended a new idea to offer Preferred Care for premium devices (Accenture, Google)
  • Solely designed the SIPOC project to resolve the process challenges
  • Impediment the reporting Dashboard with better view for business understanding with current deviation in queries
  • Computer Literacy:
  • Good command over MS Office (Word, Excel, PowerPoint, Outlook), Internet, Windows
  • Worked on the ORACLE application and Core banking solution (CBS)
  • Working on ECC SAP, CRM Web UI, IBM Content Manager AEB government custom documentation apps
  • Worked on client specific tools
  • Achievements:
  • Received ENCORE award for best performance in 2019 & 2020
  • Received appreciation from client for best Export Analyst, 2020
  • Best performer of the year for process improvement and production guidance, 2021
  • Recognized by client for best team support and learners curiosity 2022
  • Received R&R for best performer for 2021, & 2022, Q1.

Skills

  • Pricing & Contract Management
  • Reporting & Documentation
  • Life Insurance Operations
  • Process Enhancement
  • Customer Experience
  • Team Management
  • New Hire Trainer
  • Team handling
  • SOP Creation
  • Order to Cash
  • Account Manager
  • PROFILE SUMMARY
  • Assistant Manager offering 9 years of experience in HealthCare
  • Life Sciences Pricing & Contract Management Customer
  • Experience Life Insurance Operations Underwriting Order to
  • Cash
  • Proficient in end-to-end Pricing and Contract Maintenance (Post
  • Negotiation) and implementation of contracts and pricing,
  • Validation, quality management in adherence with guidelines and
  • Norms
  • Proven capabilities in implementing various systems as per
  • Business needs (as-is & to-be analysis) and reviewing processes
  • According to the business specifications
  • Working with two different reporting teams and implementing
  • Different process maps for better resolution on pricing and
  • Contract resolution
  • Specialized in SOP creation and customer experience
  • Management
  • Current Designation: Genpact India Pvt Ltd- Assistant Manager- Oct’2020
  • Employee Supervision
  • Operational Excellence
  • Project Management
  • Service Delivery Management
  • Operational Planning
  • Customer Engagement

Education

Bachelor - Commerce

University of Lucknow
Lucknow
2008.07 - 2011.06

Timeline

Assistant Manager of Operations

Genpact
10.2020 - Current

Business Operations Analyst

Accenture Solutions Pvt Ltd
01.2017 - 01.2020

Senior Practitioner

Concentrix Daksh India Pvt. Ltd
01.2014 - 01.2017

Business Operation Executive

Edelweiss Tokia LIfe Insurance
01.2012 - 01.2014

Bachelor - Commerce

University of Lucknow
2008.07 - 2011.06

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Dheerendra MishraAssistant Manager - Contract Maintenance (Account Manager)