Neha Singha

• Lead end-to-end Accounts Receivable and Payment Services operations including receipting, cash application, reconciliations, payment investigations, refunds and customer payment management.
• Drive operational performance through KPI governance, workforce planning, resource optimisation and service improvement initiatives.
• Partner with Finance, Digital, Commercial and Transformation teams to deliver strategic change programmes and system enhancements.
• Ensure compliance with SOX, ICOFR and audit requirements through robust governance and operational controls.
• Manage stakeholder relationships across Finance, Operational, Technology and Customer-facing teams.
• Lead large-scale transformation initiatives including SAP S/4HANA migrations, legacy system modernisation and automation programmes.
• Drive continuous improvement through process redesign, task mining and digital solutions.
• Develop high-performing teams through coaching, capability building, succession planning and employee engagement initiatives.
• Providing artefacts for external audits and maintaining Quality standards in BAU.

Key Achievements

Operational Excellence & Workforce Optimisation

• Reduced operational headcount from 111 FTE in FY22/23 to 97 FTE in FY25/26, delivering a net productivity benefit of 14 FTE through process improvements, automation and workload optimisation while maintaining service performance.
• Successfully absorbed increasing transaction volumes relating to card payment failures and missing payments without additional headcount impact, generating approximately 1 FTE productivity saving through process optimisation.
• Absorbed new EE (Nayan) customer allocation, reconciliation and operational activities, delivering approximately 2 FTE in efficiency benefits.
• Re-structured KPIs to align with Organization Goals
• Re-baselined scorecards across CLs to align with operational objectives and overall BT Goals
• Successfully managed operational delivery through periods of high attrition and recruitment challenges, ensuring business continuity and service stability.
• Introduced enhanced resource assessment and workforce planning methodologies incorporating behavioural and capability-based criteria to improve recruitment quality and workforce effectiveness.
• Developed a culture of accountability, ownership, continuous learning and upskilling across the operation.

Transition, Transformation & Migration

• Led the successful transition of EE Operations from Infosys in 2023, assuming responsibility for 42 FTE worth of activities and subsequently optimising operations to 33 FTE while delivering both TLR and TLC benefits.
• Delivered over 60 Ignite improvement projects across BT and EE brands, driving operational efficiencies, service improvements and enhanced customer outcomes.
• Played a key leadership role in the MFB go-live programme, supporting migration of P2 platforms to SAP S/4HANA and transformation of sub-ledger accounting and journal posting processes from legacy systems.
• Supported multiple strategic legacy decommissioning programmes and platform migrations, with particular involvement in CFB migration activities covering analysis, controls, issue resolution and post-migration governance.

Financial Control & Working Capital Improvement

• Improved EE Cash Book ledger performance by 2% through targeted focus on aged-item management, reconciliation quality and control effectiveness.
• Assumed ownership of Unapplied Credit Clearance activities in October 2024 and successfully cleared over £100M+ of aged credits, maintaining balances within 30-day ageing parameters and significantly reducing high-value aged credit exposure.

Leadership & Stakeholder Management

Built strong partnerships with senior stakeholders across Finance, Technology, Commercial and Shared Services functions, ensuring alignment of operational priorities and successful delivery of business objectives.

• Led a global collections team responsible for maximising cash recovery and supporting BT's working capital objectives.
• Managed complex debt portfolios and escalated customer disputes, leading to timely resolutions that enhanced cash collection.
• Monitored ageing and overdue debt trends, delivering strategic insights and recovery plans to senior stakeholders for informed decision-making.
• Drove operational improvements, governance enhancements and performance management to improve service delivery and efficiency.
• Collaborated with Sales, Finance, Billing and Customer Service teams to improve collection effectiveness and customer outcomes.
• Supported cash forecasting, risk management, and month-end reporting, contributing to accurate financial planning and operational transparency.
• Developed and coached team members while maintaining a strong culture of accountability and continuous improvement.

Key Achievements

✓ Improved cash collection performance and reduced aged debt exposure.

✓ Strengthened stakeholder relationships across Commercial and Finance functions.

✓ Enhanced collections governance, reporting and operational controls.

✓ Contributed directly to BT's working capital and cash flow objectives.

• Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
• Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
• Assisted with team recruitment, interviewing and onboarding.
• Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
• Managed conflict resolution within the team, promoting a positive and productive work environment.
• Facilitated open communication within the team, encouraging feedback and collaborative problem-solving.
• Resolved complex customer enquiries, disputes and complaints.
• Evaluated team performance and provided constructive feedback to improve daily goal achievement.
• Integrated process improvements to optimise overall workflow and efficiency.
• Completed audits and risk assessments to achieve regulatory compliance.
• Conducted comprehensive training sessions for new team members, fostering skill development and swift integration.
• Coordinated with other departments to ensure seamless collaboration on cross-functional projects.

• Coordinated with banks on indemnity queries and high-level escalations to resolve issues efficiently.
• Executed month-end reconciliation and closed accounting periods to maintain financial accuracy.
• Reviewed and updated standard operating procedures to improve efficiency..
• Processed cash applications for global and B2B customers, ensuring accurate allocation and timely reporting.
• Query management via emails and workflow.
• Provided training and coaching to team members to enhance their skills..

• Implemented macro-based reporting, achieving savings of 2 FTE through transition of 10 processes in 2 phases, impacting 40 FTE.
• Developed and delivered detailed reports to support decision-making.
• Resolved customer queries to enhance satisfaction and retention.
• Receipting and cash application for BT Enterprise.

• Audited high value accounts to ensure accurate and timely invoice delivery for entire customer base.
• Invoice processing and ensuring accurate invoice generation for residential customers for one of the leading electricity and gas provider in the UK and France.
• Resolved business exceptions by identifying root causes and implementing effective solutions.
• Calculation and provision of adjustments on invoices not generated for over 365 days.
• Conducted training sessions for new joiners to ensure understanding of company processes and expectations. and effectively managing their performance and reporting it back to the team manager.