MANOJ SHARMA

• Led the end-to-end transition of Order-to-Cash (O2C) functions—including Cash Application and Billing—for multiple business units across the U.S. and Canadian healthcare sectors, managing a team of 22 FTEs and ensuring seamless process migration with minimal disruption.
• Hands-on experience with multiple ERP platforms including Oracle, QuickBooks, AS-400, FACTS, and INFORM(3), ensuring system alignment and operational readiness during and post-transition.
• Collaborated closely with the Transition Management Office across multiple stage gates, ensuring compliance with timelines, documentation, and stakeholder expectations for a successful transition.
• Partnered with functional leaders and cross-functional teams to design and implement scalable, future-ready processes, aligned with organizational goals and compliance requirements.
• Worked in collaboration with RPA and Process Excellence teams to identify, evaluate, and implement automation opportunities, enhancing process efficiency and reducing manual effort.
• Led the creation, review, and approval of Standard Operating Procedures (SOPs), ensuring process consistency and alignment with client expectations through structured feedback and governance.
• Acted as a key escalation point for resolving complex, high-impact issues, engaging internal teams and external stakeholders to drive resolution and ensure client satisfaction.
• Owned daily metrics reporting, SLA/KPI monitoring, and delivery of Weekly and Monthly governance reviews, ensuring transparency and continuous improvement in service delivery.
• Developed and presented performance dashboards to leadership, highlighting process health, risk areas, and cost optimization strategies to support informed decision-making.
• Reviewed and analyzed Statements of Work (SOWs) and proactively raised change requests to accommodate scope changes, resource requirements, or process refinements.

• Managed end-to-end Order-to-Cash (O2C) functions, including Customer Master Data, Billing, Cash Application, Customer Query Resolution, Collections, and Bank Reconciliation, ensuring operational excellence across all process towers.
• Led a team of 13 professionals responsible for Billing, Cash Applications, Soft Collections, and Bank Reconciliations, driving performance, quality, and service delivery across multiple business functions.
• Hands-on experience with ERP systems including Agresso and PeopleSoft, ensuring seamless execution of O2C operations and alignment with financial systems and reporting standards.
• Key Accountabilities and Achievements:
  Ownership of daily performance metrics reporting, ensuring transparency, efficiency, and early identification of process gaps.
  Identified training needs and led capability-building initiatives for team development and skill enhancement.
  Led Robotic Process Automation (RPA) initiatives, successfully automating key repetitive tasks and reducing manual effort.
  Conducted regular 1:1 performance reviews, providing constructive feedback and supporting continuous performance improvement.
  Designed and delivered monthly dashboards and executive decks, providing visibility into KPIs, process health, and improvement opportunities.
  Collaborated closely with internal and external stakeholders to drive process standardization, streamline workflows, and implement continuous improvement initiatives.

Key Responsibilities & Achievements:

• Prepared and analyzed weekly performance reports, tracking key metrics such as team productivity, accuracy, turnaround time (TAT), and SLA adherence to ensure consistent delivery and service excellence.
• Created and presented Monthly Business Review decks, including Client Scorecards and Process Performance Scorecards, providing critical insights into operational performance and highlighting improvement areas.
• Owned performance-based payout calculations, ensuring accuracy, transparency, and timely processing in alignment with organizational policies.
• Led new hire onboarding and training programs, including ramp-up planning, progress tracking, and hands-on support to help new team members successfully complete their transition period.
• Managed daily work allocation based on SLA priorities and resource availability, ensuring optimal utilization and timely task completion.
• Handled both internal and external escalations, working proactively with stakeholders to resolve issues and maintain client satisfaction.
• Managed the approval process for client-issued checks, ensuring compliance with financial controls and audit requirements.
• Applied payments for life insurance products using internal web applications and systems, maintaining accuracy and compliance with process guidelines.
• Served as a Backup Knowledge Trainer and Quality Specialist, supporting training initiatives and maintaining process quality standards across the floor.
• Provided on-floor support to team members, addressing real-time queries and ensuring consistent adherence to best practices.
• Assisted the Training and Quality departments with documentation, process clarifications, and continuous improvement initiatives, ensuring process alignment and upskilling across the team.

• Handled end-to-end credit assessment operations for North Indian locations for Cash Against Credit Card (CACC) products, ensuring compliance with internal credit policies and regulatory guidelines.
• Performed in-depth credit evaluation by analyzing credit card statements, applicant profiles, tele-verification results, field credit investigations, and CIBIL reports, enabling informed decision-making on loan approvals.
• Conducted thorough verification of applicant documentation and assessed creditworthiness to mitigate risk and ensure high-quality disbursements.
• Ensured adherence to Soft/Hard Approval Turnaround Time (TAT) benchmarks, contributing to improved processing efficiency and customer satisfaction.
• Provided regular policy feedback to the Risk Management team, supporting the refinement of credit guidelines and the strengthening of risk frameworks.
• Acted as a key liaison between Credit and Sales teams, managing all correspondence via phone and email to ensure seamless coordination and timely resolution of queries.
• Maintained end-to-end tracking of applications, including data entry, approval status, and disbursement progress, ensuring transparency and accuracy across the file lifecycle.