Manzoor Malik Jacob

• Communicated with stakeholders to address concerns and maintain engagement during transition process.
• Managed transition projects, overseeing timelines, budgets, and resource allocation.
• Developed and implemented transition plans, schedules, and strategies for successful execution.
• Provided leadership and mentorship to project teams, promoting collaboration and high performance.
• Identified and executed process improvements to enhance efficiency and quality standards.
• Monitored project progress, reported on KPIs, and ensured adherence to established timelines.
• Maintained accurate documentation of transition activities, ensuring completeness and proper archiving.
• Tracked project progress proactively, identifying risks and implementing effective mitigation strategies.

Germany & Netherlands

• Streamlined OTC processes outsourced to TCS, including Customer Agreements and Trade Incentive management.
• Finalized project scope and assigned responsibilities between TCS and Bayer for OTC operations.
• Developed detailed process flows for each transaction-level activity to enhance clarity.
• Executed credit checks on sales orders exceeding defined credit limits.
• Established SAP processes for client contracts related to rebate calculations
• Configured customer master data in SAP, ensuring accuracy and compliance with regulations.
• Implemented cash application processes, improving invoice management efficiency in SAP.
• Monitored project progress and executed mitigation plans for identified deviations.

• Coordinate all aspects of project and serve as a liaison between customers and TCS leadership team
• Regular connects with customer to build a healthy and lasting relationship
• Point of contact for the account and help customer to address issues/problems with TCS delivery team
• Assist customer with ongoing or new projects with TCS
• Manage & lead calls on contracted SLAs, KPIs including escalations
• Work on change requests in terms of adding new resources/activities to the existing scope
• Follow up with customer on purchase orders and non-payment of TCS invoices
• Review project status in terms of people, process & systems with customer
• Suggest products and services of TCS that suit customer interests and customer requirements.
• Data-driven approach for decision-making after consensus with customer.

• Finance Processes managed were OTC (Cash Application), P2P (Accounts Payable, Vendor Set up and Vendor Query Management) and R2R (General Ledger - Manual Journal Entry posting, Bank Reconciliation with SAP balances)
• Driving and managing the team to meet client SLAs, TCS internal requirements and Process Improvements
• Interacting with the client on a weekly basis to keep them posted on Project status - SLAs, Volumes, Attrition, Action plans, Process improvements and Reporting
• Implementing client requested change in processes, special projects such as SAP upgrades, inclusion of new SAP Modules
• Reviewing project status with Team Leads, SMEs and providing instructions/directions to the team
• Handling Client related audits and TCS audits
• Handling Client escalations and providing solutions/action plan to resolve escalations
• Reporting to TCS Management on critical requirements and project status
• Managing Employee allocation to WON, Cost Management and Project financial Numbers
• Following up and resolving disputes more than 1 million USD
• Keeping the Nielsen Clients informed of the cash estimates for the month
• Ensuring the team performs 100% accuracy on credit checks and weekly interacting with Nielsen on the orders on hold

• Finance Processes were OTC (Master Data Management, Cash Application, Cash Collection, Credit Management)
• Supervised a 22-member team in the Accounts Receivable processes namely Order Management, Credit, Collections & Cash Application
• Entrusted to achieve the Service Levels in Accounts Receivable
• Interact with TCS stakeholders and customer to strategically manage processes

• Managed incoming calls from customers while providing exceptional service.
• Evaluated team performance metrics against established standards on a regular basis.
• Resolved escalated customer complaints in a timely manner.
• Monitored customer feedback surveys to identify areas of improvement.
• Monitored customer accounts to track outstanding issues and implement new solutions.
• Managed processing, scheduling and execution of customer purchase orders.