IBRAHIM SHAIKH
Pune
Summary
Results-driven Order-to-Cash and Accounts Receivable professional with over 19 years of experience in Credit & Collections and Dispute Management. Expertise in optimising end-to-end O2C processes, implementing technology-enabled solutions, and enhancing collections strategies. Skilled in stakeholder management, KPI-driven performance, and continuous improvement, with a track record of collaborating across Finance, Sales, and Technology teams.
Overview
3
3
Languages
1
1
Certification
20
20
years of professional experience
Work History
Associate Manager, Transformation – Receivables Management
GENESYS TELECOM LABS INDIA PVT LTD
02.2025 - Current
- Lead Collections and Dispute Management transformation initiatives across the O2C value chain, focusing on process optimisation, standardisation, automation and sustainable operational improvements.
- Transformed Collections operations through workflow optimisation, customer segmentation, account prioritisation and proactive collection strategies, strengthening receivables management and supporting working-capital objectives.
- Optimised Dispute Management by streamlining dispute identification, categorisation, routing and resolution workflows, improving ownership, reducing resolution cycle times and addressing aged disputes.
- Drive technology-enabled process transformation by identifying manual activities, process gaps and control weaknesses and partnering with Technology and business stakeholders to implement scalable solutions.
- Utilised KPI-driven insights, ageing trends and root-cause analysis to pinpoint operational bottlenecks and prioritise improvement opportunities in Collections and Dispute Management.
- Partner with Global Process Owners, Finance Business Partners and regional stakeholders to align transformation priorities, standardise processes and improve consistency across global operations.
- Collaborate with Finance, Sales, Customer Service, Billing and Technology teams to resolve complex O2C issues, identify upstream root causes and implement sustainable process solutions.
- Established governance and performance frameworks with dashboards and structured reviews to enhance process visibility, accountability, SLA performance, and proactive issue resolution.
- Developed and presented management-ready reports and dashboards that communicated operational insights, tracked transformation progress, and identified improvement opportunities.
- Lead and develop global/shared-services teams, promoting accountability, process ownership, automation and continuous improvement.
- Remote
Senior Financial Analyst – Accounts Receivable, Credit & Collections
NORTONLIFELOCK INDIA PVT LTD
Pune
08.2017 - 02.2025
- Led Credit & Collections operations and transformation initiatives, aligning team performance and process improvements with business objectives.
- Implemented 3 automated bots for automated customer collection statements and dunning notifications, delivering an ROI of 1,900+ hours per month across multiple business channels and processes.
- Managed RPA and automation initiatives from requirements gathering to implementation, ensuring timely status updates for stakeholders.
- Led transformation initiatives within shared services, driving automation and process improvements across finance operations.
- Partnered with O2C, Sales, Tax, Product, Revenue and IT teams to resolve complex customer queries, disputes and system issues.
- Presented quarterly reports, QBRs, process updates, findings and recommendations to senior management to support informed business decisions.
- Developed performance dashboards and variance analysis, providing actionable insights to management and stakeholders.
- Drove adoption and enablement of new or changed systems and monitored user compliance.
- Worked with business stakeholders to understand future business needs and identify systems and process opportunities.
- Developed and maintained process flows, presentations and project documentation to facilitate transformation initiatives.
- Supervised and mentored financial analysts, reviewing deliverables and providing feedback to enhance quality of business support.
- Translated business requirements into systems requirements, working closely with technical teams through solution development and implementation.
- Maintained SOX controls across O2C processes, including formal sign-off and compliance requirements.
Senior Analyst – Order to Cash
VODAFONE INDIA SHARED SERVICES
Pune
07.2011 - 07.2015
- Managed Credit Risk and Collections activities, including evaluation of credit limits, risk mitigation and collection activities across customer accounts.
- Monitored daily and weekly performance against SLAs and operational targets, identifying opportunities for continuous improvement.
- Streamlined and automated Collections and Invoicing processes, delivering 75 man-hours of monthly efficiency.
- Coordinated with stakeholders to resolve customer queries and disputes, ensuring timely payments and effective resolutions.
- Performed aging, payment and variance analysis supporting balance-sheet reconciliation and management reporting.
- Provided Collections and payment-history inputs to the forecasting process for trade debtor accounts.
- Anticipated business risks, escalated issues, and developed action plans with senior management to mitigate potential impacts.
- Successfully delivered onsite and remote transitions covering invoicing, Collections and month-end activities.
- Mentored new joiners and developed training plans to enhance understanding of end-to-end O2C process.
Senior Analyst – Expense Management & Reporting
eCLERX SERVICES PVT LTD
Pune
01.2010 - 07.2011
- Prepared P&L extracts, management reporting, balance-sheet metrics, and KPI analysis to inform decision-making for global stakeholders.
- Performed variance analysis, offering insights and commentary to enhance understanding for global controllers.
- Developed reporting solutions using Business Objects, enabling effective financial reporting for APAC and EMEA regions.
Senior Customer Service Associate – Broker Collections
WNS GLOBAL SERVICES – AVIVA
Pune
05.2006 - 01.2010
- Managed broker collection activities and monitored credit terms to ensure timely customer payments.
- Coordinated with underwriters, account managers and internal departments to effectively resolve customer and account queries.
- Reconciled broker accounts with payment information and Accounts Receivable ledgers to maintain accurate financial records.
Education
PMP Certificate Training - Project Management
Imarticus in collaboration with KKPMG
Online2026
Skills
- Receivables management
- Collections transformation
- Dispute resolution
- Process optimisation
- Workflow optimisation
- Root cause analysis
- Aging analytics
- Process improvement
- Performance management
- Project management
- Change management
- Stakeholder collaboration
- Process governance
- RPA solutions
- Solution design
- O2C ERP systems
- CRM tools
- Analytics tools
- Collaboration tools
- AI automation
- Data management
- Team leadership and mentoring
- Business communication
- Improvement initiatives
Languages
English
Advanced
C1
Hindi
Upper Intermediate
B2
Marathi
Elementary
A2
Accomplishments
- Collections Transformation:
- Optimized workflows using customer segmentation, account prioritization and proactive collection strategies.
- Led RPA-enabled Collections transformation from requirement elicitation through implementation, successfully deploying 3 automation bots for customer collection statements and dunning notifications and delivering 1,900+ hours of monthly productivity benefit across business channels.
- Improved cash forecast accuracy by analyzing customer payment history, payment runs, trends and behaviors.
- Improved DSO by implementing robust collections protocols, improved cash forecasting, proactive credit risk monitoring, regular engagement and feedback with account managers, sales and regional collections managers
- Dispute Resolution Transformation:
- Leveraging AI accelerated cash conversion by reducing time to resolve disputes, unlocking faster collections.
- Streamlined dispute identification, categorization, routing and resolution workflows to strengthen ownership and reduce cycle time and aged disputes.
- Improved first time resolution and reduced rework to lower operational risk.
- Technology Enablement:
- Bridged business process requirements and technology capabilities by identifying pain points, documenting requirements, evaluating solution opportunities and partnering Technology stakeholders to implement scalable process improvements.
- Coordinated with Business and Technology stakeholders to track transformation milestones, resolve implementation issues, manage dependencies and communicate project status.
- Developed project documentation, process flows, requirements, dashboards and management presentations to support technology-enabled O2C transformation initiatives.
- Supported adoption of new or changed systems and monitored user compliance following process and technology changes.
- Worked across Finance, Sales, Billing, Revenue, Customer Service and IT to resolve system/process issues and implement scalable O2C improvements.
Certification
- PMP Certificate Training with Imarticus Learning
Interests
Like to play snooker, pool and watch web series
Collaborate and learn
Timeline
Associate Manager, Transformation – Receivables Management
GENESYS TELECOM LABS INDIA PVT LTD
02.2025 - Current
Senior Financial Analyst – Accounts Receivable, Credit & Collections
NORTONLIFELOCK INDIA PVT LTD
08.2017 - 02.2025
Senior Analyst – Order to Cash
VODAFONE INDIA SHARED SERVICES
07.2011 - 07.2015
Senior Analyst – Expense Management & Reporting
eCLERX SERVICES PVT LTD
01.2010 - 07.2011
Senior Customer Service Associate – Broker Collections
WNS GLOBAL SERVICES – AVIVA
05.2006 - 01.2010
PMP Certificate Training - Project Management
Imarticus in collaboration with KKPMG