Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Major Accomplishments
Additional Information
Software
Timeline
Generic
Mangesh M Jadhav

Mangesh M Jadhav

BPO, Customer Service
Pune

Summary

With 17 years of industry experience, I am a results-driven and passionate leader committed to delivering exceptional quality and service. I have been recognized for outstanding performance and consistently strive to achieve operational excellence in fast-paced environments. My expertise spans across SAP MM, JDE platforms, and master data management, with a proven track record in incident management, invoice processing, and customer service.

I excel at leading teams, fostering a culture of collaboration, and driving continuous improvements. My ability to streamline processes, optimize workflows, and ensure high-quality results has enabled me to consistently meet and exceed organizational goals

Overview

19
19
years of professional experience
1
1
Certification
3
3
Languages

Work History

Senior Executive Team leader

Wipro
10.2020 - Current
  • Company Overview: Wipro (BPS)
  • Spearhead Vendor Creation, Amendment, Blocking, and Unblocking processes for the Asia Pacific Region
  • Periodically share Vendor Lists and ensure timely completion of allocations within the team
  • Resolve team issues, handle escalations, and provide Root Cause Analysis (RCA)
  • Prepare and present weekly and monthly decks during client calls
  • Oversee end-to-end Vendor Master Team operations for the Asia Pacific region
  • Develop training plans for new team members and conduct quarterly reviews to update Standard Operating Procedures (SOPs) in alignment with client requirements
  • Share Minutes of Meeting (MOM) with managers on a weekly basis
  • Prepare and share a monthly STACK report to provide a clear overview of individual performance within the team
  • Wipro (BPS)
  • Recognized with the RNR Award twice
  • Received a certificate for leading the Best Customer Centric team
  • Contributed innovative ideas for process improvement and automation
  • Executed mass Vendor Code Blocking and Confirmation in SAP
  • Developed tools, including an Allocation Tool, SLA Missed calculation tool, and a comprehensive One-Stop Solution Guide

Senior Executive Team Leader (Team 18)

Wipro
10.2016 - 09.2020
  • Company Overview: Wipro (BPS)
  • Cultivated an inspiring team environment fostering open communication
  • Established clear team goals, delegated tasks, and set deadlines
  • Oversaw day-to-day operations, monitoring team performance and reporting on metrics
  • Identified training needs, provided coaching, and resolved conflicts within the team
  • Recognized and rewarded high-performance achievements
  • Wipro (BPS)
  • Demonstrated expertise in PO/Non-PO invoice processing with comprehensive knowledge of Tax, Service Tax, VAT, Freight, GST, Credit/Debit memo invoices, and month-end closing processes
  • Developed training materials for new hires and conducted re-training sessions for existing processors to align with updates in processing protocols captured in SOPs
  • Prepared daily status reports for weekly calls, addressing team issues and identifying areas for improvement
  • Conducted time and motion studies to enhance processing speed with accuracy, resulting in increased processing counts and reduced errors
  • Generated a set of reports, reconciled them with client data, tracked missing information, and prepared Root Cause Analysis (RCA) for errors to be shared with the client at month-end
  • Regularly prepared and shared STACK reports with the team on a monthly basis to provide a transparent overview of individual performance metrics

SME (Subject Matter Expert)

Tech Mahindra Ltd.
08.2015 - 10.2016
  • Company Overview: Project: Telecom Domain
  • Served as the Delivery Coordinator for the Fiber Order project within the Telecom Domain
  • Defined project scope and objectives for Fiber/DSL, demonstrating proficiency in technical interpretation, organizational execution, and coordination
  • Maintained responsibility for all process-related updates, ensuring timely communication of information to the team
  • Allocated tasks to the team and ensured completion by the end of each day
  • Resolved team issues, managed escalations, and provided Root Cause Analysis (RCA) when necessary
  • Project: Telecom Domain

Project Manager

PSG One View
10.2013 - 08.2015
  • Company Overview: Telecom Domain
  • Led the planning and execution of delivery projects within the Telecom Domain, overseeing activities from initiation to closure
  • Facilitated the definition of project scope, goals, and deliverables, contributing to the development of detailed work breakdowns, master schedules, and escalation management
  • Scheduled and facilitated project progress calls with project managers and clients, proactively addressing problems and proposing solutions
  • Accountable for preparing, maintaining, and updating project-related documents, ensuring compliance with established protocols
  • Conducted training sessions for new hires and reported their feedback to managers, actively contributing to team development
  • Managed projects related to Small and Medium businesses in the UK, overseeing the delivery of diverse IT solutions and ensuring successful on-time billing commencement
  • Documented actions and resolutions within the helpdesk ticket system, maintaining a comprehensive record of project-related activities
  • Telecom Domain

SME

Infosys BPO Ltd.
08.2006 - 04.2012
  • Company Overview: Project: BT Telecom Domain
  • Managed online escalations, providing timely resolutions in accordance with established processes
  • Generated daily and monthly escalation analysis reports, distributed them to the team, and offered Root Cause Analysis (RCA) for continuous improvement
  • Formulated and shared effective action plans to facilitate early resolution of escalations
  • Conducted accurate call quality monitoring activities using a robust system, documenting audited calls in the client quality sheet to establish a standardized auditing index
  • Maintained a daily call log detailing all audited calls, provided feedback to agents, and devised corrective action plans for addressing performance variations
  • Documented actions and resolutions within the helpdesk ticket system, ensuring a comprehensive record of all project-related activities
  • Project: BT Telecom Domain
  • Successfully implemented Business Process Improvement ideas for transition projects
  • Received spot rewards for handling client queries and providing priority resolutions
  • Achieved promotions: Promoted to SME in April 2010
  • Promoted to Floor Support in November 2008, recognized for quick learning
  • Received the Best CME Award for excellence and contribution in the process

Education

B.A - Economics

S.P. College

Bachelor of Law - undefined

D.Y.Patil College

Skills

Domain Expertise:

Certification

ITL Foundation

Personal Information

  • Date of Birth: 07/09/79
  • Nationality: Indian

Major Accomplishments

  • Successfully implemented Business Process Improvement ideas for transition projects.
  • Received spot rewards for handling client queries and providing priority resolutions.
  • Achieved promotions: Promoted to SME in April 2010.
  • Promoted to Floor Support in November 2008, recognized for quick learning.
  • Received the Best CME Award for excellence and contribution in the process.

Additional Information

Tools knowledge

. SAP

. Salesforce

. JDE

Software

SAP, JDE

Timeline

Senior Executive Team leader

Wipro
10.2020 - Current

Senior Executive Team Leader (Team 18)

Wipro
10.2016 - 09.2020

SME (Subject Matter Expert)

Tech Mahindra Ltd.
08.2015 - 10.2016

Project Manager

PSG One View
10.2013 - 08.2015

SME

Infosys BPO Ltd.
08.2006 - 04.2012

B.A - Economics

S.P. College

Bachelor of Law - undefined

D.Y.Patil College

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Mangesh M JadhavBPO, Customer Service