Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Languages
Training
Accomplishments
Timeline
Generic
JITENDRA KUMAR JENA

JITENDRA KUMAR JENA

Bhubaneswar

Summary

Hardworking and motivated Manager with 14 years of experience and record of success in BPO/Finance industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Manager

GENPACT India Pvt. Ltd.
Hyderabad
09.2020 - 01.2024
  • Worked as a Front-Line Manager in Corporate Functional Intercompany Team (4 FTE’s) for one of the health and beauty retailer and pharmacy chain in the United Kingdom
  • Responsible for managing all Intercompany transactions (in compliance with GAAP), including intercompany receipts allocation (netting and non-netting), and raising of manual recharges processed by the team members
  • Also responsible for ensuring outstanding intercompany receivables are collected within the period prescribed in the Intercompany policy and ensure proper reporting of balances between Entities.
  • Assisted in the preparation of month-end close process for assigned intercompany accounts.
  • Coordinated with internal stakeholders to ensure accuracy of intercompany accounts.
  • Researched and resolved intercompany discrepancies in a timely manner.

Assistant Manager

Infosys BPM Ltd.
Mysore
04.2020 - 09.2020
  • Checked that Team members are applying payments accurately to customer accounts, performed analysis of payment histories and account reconciliations
  • Also reconciled customer balances with focus on resolving payment discrepancies, conducted research for unidentified customer accounts and/or over-payments
  • Had regular interaction with the credit/collection department.

Assistant Manager

Infosys BPM Ltd.
Pune
02.2010 - 04.2019
  • Supervised overall functioning of processes, identified improvement areas, and implemented adequate measures to maximize customer satisfaction level
  • Transformed necessary processes, tools, and environment from the “present” state to the agreed “future” state
  • Prepared MIS reports & other statements with a view to apprise management of the process operations and assisted in critical decision-making process
  • Maintained & ensured stringent adherence to quality standards, identified gaps and opportunities
  • Reported non-conformances, identified root causes, and effectively implemented corrective actions; suggested improvements in the query process thereby reducing the turnaround time for the query
  • Monitored utilization of existing resources and manpower; planned targets, numbers, and achievement of overall targets on a daily, weekly & monthly basis
  • Managed service operations for rendering and achieving quality services; provided first line customer support by answering queries, resolved their issues and ensuring minimum TAT
  • Assessed the customer feedback, evaluated areas of improvements & provided critical feedback to the associates on improvements and achieving higher customer satisfaction matrices
  • Led, trained, and monitored performance of team members for maintaining excellence in the service operations
  • Directed functioning of processes, identified improvement areas & implemented measures to maximize CSAT level
  • Set out quality standards for various operational areas, ensured high-quality customer experience while adhering to SLAs & work processes
  • Created awareness for driving the projects and process improvement strategy & methodology, ensured maximum operational efficiency; conducted root-cause analysis and taking preventive measures for repeated escalations
  • Spearheaded work development, company growth, expansion, business development, each & every type of management-based operations
  • Interacted with clientele to ascertain needs & developing graphic directions, concepts, and specifications for assigned projects
  • Posted journal vouchers, Inter-company Accounts Reconciliation and balance confirmation, Balance Sheet Accounts Reconciliation, Trial balance review and BCS reporting.

Process Executive

Infosys BPO Ltd.
Pune
08.2008 - 09.2009
  • Worked on SAP R/3 Version FI module and Accounts Receivable (Cash Application) activities for the EMEA region for ROYAL PHILIPS
  • Prepared Customer Account Clearings, Bills of Exchange and cheque Postings, Transfer to other divisions, ex
  • Medical Services
  • Completed and posted Remittance Advice file, Cash Application Report, Unallocated Cash Report, AR-GL Reconciliation Reports.

Education

Masters in Finance and Marketing -

DDCE, Utkal University
05-2010

Graduation in Commerce -

B.J.B. Autonomous College
05-2004

Skills

  • Operations Management
  • Quality Management
  • Client Servicing
  • Business Process Improvement
  • SLA Management
  • People Management
  • Compliance Management
  • Service Delivery

Certification

  • Domain Certifications (Accounts Receivable, Accounts Payable & General Ledger) in 2011
  • Accounting Fundamentals Certifications in 2010
  • Yellow Belt (Six Sigma) Certified

Personal Information

Date of Birth: 09/11/83

Languages

English, Hindi, Oriya

Training

Trained in SAP FICO from 3RI in 2016

Accomplishments

Recognized as:

  • Global KPI owner for ICS350 (Incoming and outgoing cash related transactions on respective Intermediate/suspense Accounts)
  • YEC (Year End Closing) Coordinator for Pune location
  • Validation Check Specialist for project stakeholders and business owners to understand and translate business needs into clear and concise business requirements, design processes as per client requirement along with re-engineering existing processes (RPA – Robotic Process Automation)

Successfully completed the following:

  • RTR Onshore Transition from Poland for 12 FTEs in 2013 as Transition Lead
  • 2 RTR Offshore Transitions from Poland for 10 FTEs in 2014 and 15 FTEs in 2015 as Transition Lead and a project with saving of 2 FTEs

Recipient of:

  • Ramp & Spot Award and Best Performer Award (OTC – Cash Application); performance acknowledged by client and top management
  • Inspiring Team Lead Award in 2015
  • Nominated for reward program called Infosys Star Incentive Plan (SIP) in 2011 & 2013 for providing high quality services to outbound customers in areas such as UAC (Unallocated Cash) Reduction and Improvement of the NPS from 5.4 to 9.4

Projects Worked on:

  • Measured employee satisfaction using methods such as One-On-One Tool/Tracker and recommended Mood Chart (Dashboard) and Distribution of Appreciation Cards (within Team) initiatives towards enhancing efficiency levels
  • Executed the Efficiency improvement by Restructuring BSAR process, Lean Green Belt project to increase productivity of agents and contract rate for the RTR team
  • Ensured correct placement of RTR Domain (Pre-Process Training) and SAP (technical)training & compliance structure along with their proper documentation as a member of the Audit Team
  • Evolved 02 efficient plans, aimed at creating domain expertise for cross-utilization of resources
  • Successfully implemented Automatic Flex files Upload with RPA operational excellence plans, thereby leading to an increase in efficiency (process and human resource) over a period of 01year for RTR Month End Closing process
  • Developed 5 Power BI reports on Sales Ledger, Purchase Ledger, Manual JE’s, Aged Debtors and ICO Mismatch

Timeline

Manager

GENPACT India Pvt. Ltd.
09.2020 - 01.2024

Assistant Manager

Infosys BPM Ltd.
04.2020 - 09.2020

Assistant Manager

Infosys BPM Ltd.
02.2010 - 04.2019

Process Executive

Infosys BPO Ltd.
08.2008 - 09.2009

Masters in Finance and Marketing -

DDCE, Utkal University

Graduation in Commerce -

B.J.B. Autonomous College

Similar Profiles

CREATE PROFILE
JITENDRA KUMAR JENA