Megha Rawat

Projects and Strategic Initiatives

• Led the strategic localization of customer support for Indian customers at Airbnb, architecting routing and operational processes for a ring-fenced support model. Delivered 96% routing accuracy and a +5 NPS improvement, establishing a scalable framework for market-specific support excellence.
• Led the development of BPI Virtual Analyst, automating complex case deep-dives, reducing analysis time by 80%, and scaling pattern detection across significantly larger datasets.
• Architected a BPMS-driven operating model to launch a new Quality program at Airbnb, defining evaluation processes, QA training frameworks, and reporting governance to standardize quality management, and enable scalable performance insights across support operations.
• Implemented a structured workflow design framework that improved process design quality across key stages—change review accuracy, workflow impact identification, AS-IS/TO-BE definition quality, and first-pass workflow draft readiness. Leading to an efficiency gain of 25%.

Organizational and Talent Transformation

• Elevated leadership depth by growing process excellence lead representation from 14% to 71%, strengthening succession readiness, and team capability.
• Led disciplined performance management across 7% of the organization to sustain a high-performance culture.
• Accelerated talent development by enabling 16% internal mobility and promotions, reinforcing a strong leadership pipeline.

• Strategizing and executing a continuous improvement roadmap for backend RCM processes (AR, cash posting, refunds, and billing).
• Deployment and stabilizing of RPA solutions for accounts receivable and cash posting processes, impacting the reduction of accounts receivable and unapplied cash.
• Setting up a risk assessment and auditing framework.
• Support transformation solution design across the RCM span (500+ HC).
• Driving LSS culture within the organization.
• Reduction in $50 million AR over 90 days post-RPA deployment and process improvement fixes.
• $12 million reduction in unapplied cash through process streamlining.
• 18 FTEs were created through value stream mapping.

• Trainer and master coach for LSS skills, curated content, and project framework.
• Designed and deployed Genpact’s first-ever virtual Black Belt workshop, enabling a seamless experience and learning for the participants.
• Deployed chatbot-assisted virtual LSS coaching and mentoring, resulting in a reduction in project cycle time and enhanced Black Belt utilization.
• Program managed Genpact’s first-ever MBB Build Program – SPRINT (13 certified BBs upskilled to take up an MBB role).
• Brandon Hall awardee for 2018, Excellence in L&D for driving learning through virtual classrooms.
• A 25% reduction in BB utilization was delivered through the LSS chatbot, a 10% reduction in project cycle time, and an 88% NPS from users.
• Lean Trainer Certification
• Design Thinking Practitioner Certified.
• $1.5 million hard saving impact through the capacity saving.

• Conducting Lean and Green Belt trainings.
• Mentored a wide spectrum of projects, which range from a reduction in disputed invoices to a reduction in internal payment cycle time.
• Drove process improvements through root cause analysis techniques such as Six Sigma methodologies or Kaizen events that resulted in increased operational efficiency.
• Assisted in the implementation of Six Sigma methodologies across various departments, leading process improvement projects that resulted in tangible gains in both productivity and output quality levels.

• Led a team of 20 associates in Credit risk operations
• Business Growth, responsible for smooth transition of new integrations
• Streamlined the existing credit assessment & Order reviews parameters
• Managing daily operations Risk assessment & team handling
• Delivered $10MM Impact from the First pass yield Improvement Project
• Created an impact of $1.6Mn through FTE release pipeline of 65 FTEs across global accounts.
• Trainer NPS score of 4.5/5
• Account GB certification at 50%, highest in the organisation, mentored 30+ GB projects
• Black Belt certification

• Led a team of 7 associates in Credit risk operations
• Developed SAP queries linking the credit risk information of orders to their purchase history
• Exposure on various risk & financial systems like, Reuters, D&B, Moody’s, KMV.

• Imparting process trainings to the new hires
• Call coaching & calibrations