Manu Kumar K S
Service Delivery Lead
Konanahalli Village,KA
Summary
Dynamic professional with over 19 years of expertise in the P2P domain, specializing in strategic management and control of business processes to drive revenue growth and enhance profitability. Proven track record in optimizing service delivery operations through effective account identification, SLA definition, and resource utilization, while fostering strong relationships with business partners and stakeholders. Skilled in implementing Six Sigma and Lean methodologies to achieve operational excellence, cost reduction, and process improvement across diverse regions including the Americas, AMEA, and APAC. Recognized for building high-performing teams that deliver exceptional business value while maintaining high morale and low attrition rates through effective recruitment, training, and leadership.
Overview
20
20
years of professional experience
3
3
Languages
Work History
AVP of Operations (PTP SDL)
Genpact India Private Limited
Hyderabad, Telangana
09.2021 - Current
- Provide Strategic and operational solutions and transformation offerings to our clients that reflect domain rich thought leadership.
- Engage with and support Genpact product development organization in ensuring domain proficiency in technology offerings.
- Partner with Various team to ensure latest trends in P2P domain is embedded into Genpact solutions and digital and technological offerings.
- Develop and implement focused project on e-invoicing, working capital improvement initiative, etc..
- Collaborate with the GPO to design, implement, and monitor global PTP processes and their system enablement.
- Drive continuous improvement through detailed process design, job design, and work instructions.
- Develop current and future state Value Stream Maps for the e2e PTP process.
- Analyze change impact during PTP implementations and build business readiness.
- Track implementation progress and work with delivery teams to ensure successful anchoring.
- Design and execute impactful change management strategies for process adoption.
- Gather data on current PTP operations, identify pain points, and recommend solutions.
- Standardize and optimize global PTP performance to align with industry best practices.
- Design and monitor key performance indicators (KPIs) across the process.
- Lead and govern the global PTP community, fostering continuous improvement.
- Partner with key stakeholders on process design, policies, KPIs, data standards, and role definitions.
- Provide guidance and deep-dive expertise to sub-process owners.
- Support continuous improvement initiatives within the PTP area.
- Maintain process integrity and documentation, aligning with global standards.
- Resolve project, people and end customer high scope issues with timeboxed approach.
- Significant Accomplishments:
- Completed smooth transition for NAM and India region along with ERP cutovers.
- Enhanced the capacity utilization by decoupling activities and creating the COE model. Reduced cost by ~0.2M
- Improved revenue by ~0.3M YoY deploying seat utilization (SU) model.
- Streamlined operational processes by implementing efficient workflow systems and reducing redundancies.
- Reduced inventory costs through effective demand forecasting and supply chain optimization techniques.
- Championed a culture of collaboration, fostering teamwork across departments for improved productivity and employee morale.
Operations/Program Manager
Amazon Development Centre (India) Private Limited
01.2020 - Current
- Drive innovation through automation to achieve the business case and assess positive impact on customer experience.
- Transform and transition operations.
- Leading projects, developing & streamlining processes, managing SLAs deliverables, process re-engineering initiatives and delivering efficiency savings. Keen customer centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT.
- Formulate, organize and monitor inter-connected projects to improve the catalog quality and product pricing to drive better sales and improve revenue.
- Decide on suitable strategies and objectives to publish accurate and competitive product price and reduce catalog defects.
- Conceptualizing & implementing new initiatives, training & process excellence plans for the organization.
- Coordinate cross-project activities to cross leverage the best practices and drive monthly and yearly coverage and defect reduction goal.
- Lead and evaluate project managers and other staff members.
- Design programs, develop and control deadlines, budgets, activities and identify risk and resource requirements.
- Assume responsibility to drive program closures within Quarterly deadlines and Assess program performance and aim to maximize ROI.
- Resolve project, people and end customer high scope issues with timeboxed approach.
- Significant Accomplishments:
- Steered efforts improving +400 bps in catalog coverage in collaboration with automation forward mapping.
- Enhanced the catalog quality by +200 bps with existing HC's.
- Spearheaded the cross-functional projects to add to 86 HC's 3P team to improve the catalog coverage by +400 bps
Manager P2P Solution Centre
Novartis
03.2019 - 01.2020
- Spearheaded Accounts Payable transition between third party (ECI) to third party for APAC region
- Ensured accounts payable operations comply with statutory requirements, company policies, processes, procedures, internal controls, and Finance objectives throughout transition phase
- Performed strategic review of metrics and Support for delivering continuous improvement
- Optimized the P2P Global customer response programs and UI (ServiceNow) implementation
- Effective operational execution of Supplier Onboarding, Transactional Procurement, Accounts Payable and customer query management thought out transition phase
- Liaised with Global programs and systems implementation teams for ensure access control and business continuity
- Played vital role in creating Hub and Spoke model as per the organization vision for 2020-2021
- Significant Accomplishments:
- Expanded business form 25 HC to 75 HC and renewed the client contract for additional 5 years.
- Improved the client PO invoice percentage from 5% to 65% in span of 2 years.
- Optimized cost per invoice for client from $25 to $10
Senior Supervisor II (P2P Operations)
HP Inc.
09.2015 - 03.2019
- Played important role Accounts Payables Org. split (transition) between HPI and HPE. Driving on-time invoice processing, Vendor data management and improve C-Sat for Americas and EMEA region.
- Optimized PO Management i.e. Creation to Closure by Conceptualizing, implementing new initiative and training PO owners to drive invoice on time payment and C-Sat
- Re-engineered and standardized customer query management system to optimize HC utilization and reduced query cycle time.
- Streamlined invoice handling, processes from receipt to payment, reduced the invoice cycle time and improved on time payment.
- Partnered with Internal IT on technology implementations like SAP S4 HANA, AP Online vendor self-help UI.
- Created a champion team, increased job satisfaction and lowered attrition rate.
- Significant Accomplishments:
- Spearheaded efforts in improving C-Sat from 68% to 92% in span of 12 months.
- Reduced exception payments by 20% IN 18 months
- Optimized invoice cycle time to 21 days
Assistant Manager (F&A Operations)
Xchanging Technology Services India Private Limited
03.2008 - 09.2015
- Managed Account payables (AP), Account Receivables (AR), General Accounting, Vendor Masters Maintenance, Payment Administration and Travel and Entertainment (T&E) processes team for both Corporate and Client accounts and expanded the business form 25 HC's in AMS region to overall 75 HC's (AMS and EMEA)
- Administering all the project related functions accurately and effectively to deliver best in class SLA and expand the business
- Steered process optimization and Process Automation to deliver YoY process efficiency.
- Spearheaded ISO Certification Projects within the Operations Team and Ensuring Compliance to Information security as per the ISO 27001 Standards
- Managed team of 50+ members team spanning 2 different centers, ensuring SLA deliverable are met daily, weekly and month on month basis.
- Estimate resource requirement, recruit, train and deploy as per the business requirement.
- Generating reports defined for the team and Review and assess Business Requirements and Determine Scope of Project
- Significant Accomplishments:
- Expanded business form 25 HC to 75 HC and renewed the client contract for additional 5 years.
- Improved the client PO invoice percentage from 5% to 65% in span of 2 years.
- Optimized cost per invoice for client from $25 to $10
Executive Trainer (Health Insurance claims payments)
HTMT Global Solution India Private Limited
09.2006 - 03.2008
- Revamped the process training module to enhance the efficacy of training and optimize the training period
- Identify and organize training programs/refreshers and performance-oriented programs for novice and tenured claim adjudicators
- Handling internal process audits and the quality issues
- Accountable for Team’s Production and Quality
- Significant Accomplishments:
- Effectively reduced the training period form 8 weeks to 6 weeks by effectively blending both conceptual and OJT approach. This effort saved significant man hours which eventually was converted into green belt project.
Education
PG Diploma - Business Management
Skills
Strategic Planning and Operational Excellence
Project Management
Transitions and Transformation
Quality Management
Data-driven decision making
Operations planning
Data analytics
Cross-functional communication
Excellent communication
KPI tracking
Customer relations
Management team building
Effective leader
Process improvements
Revenue generation
Business leadership
Finance and accounting oversight
Timeline
AVP of Operations (PTP SDL)
Genpact India Private Limited
09.2021 - Current
Operations/Program Manager
Amazon Development Centre (India) Private Limited
01.2020 - Current
Manager P2P Solution Centre
Novartis
03.2019 - 01.2020
Senior Supervisor II (P2P Operations)
HP Inc.
09.2015 - 03.2019
Assistant Manager (F&A Operations)
Xchanging Technology Services India Private Limited
03.2008 - 09.2015
Executive Trainer (Health Insurance claims payments)
HTMT Global Solution India Private Limited
09.2006 - 03.2008