Mohammed Jamaluddin
Hyderabad
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Newell Brands
11.2021 - Current
- Domain: Order To Cash (Cash Apps, Month End Reconciliations)
- Newell Brands is an American manufacturer, marketer and distributor of consumer and commercial products such as ( Baby Products, Writing Products, Outdoor … )
- Job Responsibilities:
- Led a team of 8 to complete a successful virtual transition of Specialist activities
- Specialist Activities includes ( Performing Direct Debits runs, Posting credit card payments, maintaining Cash logs for EMEA, NOAM & Mexico daily cash, working closely with Cash
- Apps team to perform reversals of payments, adjustments, research on Unapplied Cash & various Month-End reconciliation activities)
- Responsible for taking interviews and shortlisting of team members
- Organized training sessions with client for knowledge transfer
- Creating learning plans & knowledge tests to ensure a smooth knowledge transfer
- Helping team in creating SOP's and getting them approved
- Working closely with transition & IT team to ensure all the required accesses are in place before Go-Live
- Tracking daily activities to ensure no misses in SLA & everything is done as per the TAT
- Updating Genpact management & client on daily calls on the progress/volumes covered/ any challenges
- Ensuring smooth month & quarter end close
- Ensuring ME activities are completed before work day 5 after close
- Regular 1-O-1 connect with the team members
- Preparing and publishing the monthly AES (Incentive Structure) for the team
- Conducting daily huddles to keep the team posted on latest updates , getting the pulse of the team, any issues or concerns
- Responsible for filling in early Warning System with Green, Amber and Red based on the 1-
- O-1 interactions
- Maintaining work force management to ensure enough work force on daily basis to complete the daily activites
Manager
Genpact India
Hyderabad
07.2021 - Current
Dixons Carphone
09.2016 - 11.2021
- Domain: Order to Cash (Sales Support / Risk Management)
- Dixons Carphone is one of the largest chain of retail stores based in UK
- Customers visit the stores to purchase various products & also apply for a post-paid / prepaid network connection along with a Handset
- Job Responsibilities:
- Was part of transition team to complete the knowledge transfer from Wipro (Chennai) to
- Genpact
- Selected to lead Network Risk Support team of 20 members, responsible to perform credit worthiness check for customer walking in to store for Network connection, within a TAT of 8
- Mins
- Working closely with Transition , IT team to get the required access, preparation & approval of SOP's, conducting assessments on weekly basis
- Conducting trainings sessions post transition to transfer the knowledge for a smooth Go Live
- Continuous monitoring of the work flow to ensure the TAT of 8 Mins is not missed for each application
- Weekly connect with customer to share the numbers, SLA & any challenges
- Responsible for performing quality checks
- Recruit staff members and oversee training programs
- Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter
- Prepare operational or risk reports for management / Customer analysis.
Assistant Manager
Genpact India
Hyderabad
07.2016 - 06.2021
Process Developer
Genpact India
Hyderabad
03.2011 - 06.2016
GE Railcar Services, Railcar
03.2011 - 06.2016
- Domain: Order to Cash (Account Receivables (B2B) , Supporting Cash Apps)
- GE Railcar Services was a rail car leasing company
- Leasing out Railcars to companies such as Coca
- Cola, Shell, P&G to transport raw material or completed product
- Job Responsibilities:
- Persuade customers to pay pas due amounts on accounts, resolving queries on invoices, raising dispute on damage claims,
- Confer with customers by telephone or via email
- Answer customer questions regarding problems with their accounts
- To determine reasons for overdue payments and to review the terms of sales, service, or credit contracts
- Creating and publishing daily aging report to the entire team
- Later promoted as an SME of the process , where I was leading a part of the team
- As an SME I used work on the escalated accounts, resolving queries of the team members &
- Updating client weekly basis on delinquent accounts for my team
- Working closely with Sales Team in case of any major issues on any particular account
- Supporting Cash team by working on the missing remits and unapplied cash
- Handling a portfolio of ~$20M total AR
Process Developer
Genpact India
Hyderabad
09.2009 - 02.2011
Universal Studios Of Hollywood, GE Supra
09.2009 - 02.2011
- Order to Cash (Account receivables (B2B & B2C)
- Job Responsibilities :
- Collecting past due invoices related to ticket sales to the corporates (B2B)
- Collecting past due invoices related to lock box leasing to individual realtors (B2C)
- Prioritization of accounts based on the high $$ & days past due
- Locate and notify customers of delinquent accounts by mail &
- Answer customer questions regarding problems with their accounts
- Telephone
- Updating internal management & client on the top 20 delinquent accounts on a weekly basis
Process Associate
Genpact India
Hyderabad
11.2007 - 09.2009
Advanta Bank Corp
11.2007 - 09.2009
- Domain: Order To Cash (Customer Service)
- Job Responsibilities:
- Responsible for taking Inbound calls to resolve customer complaints or answer customers' questions regarding policies and procedures for small industries credit card
- Maintaining AHT of 2.5 to 3 Mins
- Evaluate customers request to increase or decrease credit limit
- Maintaining the quality of calls by adhering to multiple parameters (AHT, Process knowledge, on call resolution, following call protocols
Customer Support Executive
Emirates Bank
Dubai
03.2006 - 09.2007
- Domain: Order to Cash (Customer Support)
- DU Telecom services outsourced its customer service to Emirates Bank / Buzz Contact Centre
- Job Responsibilities:
- DU was 2nd telecom service provider in UAE, Etisalat being the first one
- Was part of pre-launch activities such as collating customer data from various sources, worked with Technical team in checking the network strength at various parts of the city
- Calling future customers to sell the fancy phone numbers matching with their Etisalat number
- Participated in many pre-launch activities (creating call scripts for various scenarios, creating email templates
- Post Go Live, I was assigned a role of customer service for English & Hindi speaking customers
Education
Bachelor of Science - Computer Science
Shadan Degree College
2000
Skills
- Employee Coaching and Motivation
- Managing Operations and Efficiency
- Client Relations
- Bank Statement Reconciliation
- Cash Application
- Credit and Collections
- Monthly Reconciliations
- Adjustment Posting
Accomplishments
- Achieved multiple Bronze and Silver awards for supervising the team to accomplish the daily tasks without any miss in SLA
- Collaborated with team of 5in the development of EIV project. Where team used to call the rejected applications to ask few questions related to their Financial history and approve the application and generate revenue
- Achieved multiple client awards.
Certification
- Lean Certified
Languages
Urdu
Native language
English
Proficient
C2
Hindi
Proficient
C2
Telugu
Proficient
C2
Timeline
Newell Brands
11.2021 - Current
Manager
Genpact India
07.2021 - Current
Dixons Carphone
09.2016 - 11.2021
Assistant Manager
Genpact India
07.2016 - 06.2021
Process Developer
Genpact India
03.2011 - 06.2016
GE Railcar Services, Railcar
03.2011 - 06.2016
Process Developer
Genpact India
09.2009 - 02.2011
Universal Studios Of Hollywood, GE Supra
09.2009 - 02.2011
Process Associate
Genpact India
11.2007 - 09.2009
Advanta Bank Corp
11.2007 - 09.2009
Customer Support Executive
Emirates Bank
03.2006 - 09.2007
Bachelor of Science - Computer Science
Shadan Degree College
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