Nithya Gracelin
Hyderabad
Summary
Dynamic Assistant Manager at Deloitte Support Services with proven expertise in quality control and people management. Skilled in coaching and mentoring, I effectively resolved conflicts and enhanced team performance drove several continuous improvement strategies, fostering a high-quality service environment. Excellent relationship-building, multitasking, and decision-making skills.
Overview
14
14
years of professional experience
Work History
Assistant Manager
Deloitte support service
Hyderabad
01.2025 - Current
- Responsible for managing a team of 18 members, ensuring that all deliverables meet SLA and quality standards.
- Provided coaching and mentoring to help employees reach their professional goals.
- Resolved conflicts between team members in an effective manner.
- Identified staff training and development needs, and implemented effective coaching and mentoring programs.
- To perform regular one-on-one meetings with each team member to discuss challenges, successes, and goals, and to provide concrete feedback about their performances.
- Assist the service delivery manager with recruitment, and conduct interviews.
- Collaborated with cross-functional teams to coordinate activities related to client management initiatives.
Senior Analyst
Deloitte Support Services
Hyderabad
06.2016 - 12.2024
- In charge of performing quality checks on the work performed, and providing feedback on the quality.
- To send the SLAs and quality analysis report to the management, and create weekly presentations on the key metrics of the team members.
- Conduct weekly check-ins, and give constructive feedback to the team members, and present concrete information on the associates' performance to the management.
- Conduct training sessions with the new hires and interns, and give monthly refresher sessions to the team members.
- Handle complex cases and escalations, and get them resolved smoothly without impacting the deliverables by coordinating with various other teams, thus dealing end to end.
- Constantly tracking the process requirements and ensuring that service level agreements are met.
- To oversee the various activities of the team, assign tasks, track their vacancies, and provide process clarifications and support.
- Help project teams understand billing history, budget balances, and net risk report.
Analyst Level 3
Deloitte Support Services
Hyderabad
04.2014 - 05.2016
- Creating new engagement/projects on SWIFT and new work breakdown structure (WBS) levels for the clients based on the project expansion.
- Generate time and expenses invoices, and payment on account invoices.
- Time analysis and WIP (work in progress) related to billing.
- Consolidated billing (cross-service line transactions), Deloitte Store invoices, and product sales invoices are sent on behalf of the service lines to the client.
- Maintenance of existing project engagement data, and the processing of credit notes and billing within the SAP database.
- Create WIP adjustments/Reconciliations to equalize the revenues across different levels of a WBS code (i.e.). Write-offs and write-ups with reference to the WIP report from the SAP Portal.
- Upload documents to various clients through electronic invoicing systems like Tungsten, Ariba, Barclays, Sainsbury's, etc.
- Process changes to engagement data via the SWIFT, and close the work breakdown structure code when the project is completed.
- Assist the service lines in transferring the time and expenses across different projects, and process journals to move the third-party expenses.
- Provide written advice and guidance on a wide range of queries covering the whole range of services provided to clients, employees, and partners, including clarification of EMF policies and procedures.
Treasury Analyst-Cash Apps
Franklin Templeton Investments
Hyderabad
05.2011 - 04.2014
- Identification of subscription money, with the allotment of units, and converting units from provisional to final status.
- Monitor and validate the total credit received in the company's bank accounts, and make it available for the fund managers to utilize.
- Total utilization and ensure that the accounts are not negatively balanced before releasing the utilization report.
- Responsible for incoming cash identification for all collection accounts, and investigate any outstanding items either in the cash identification process or outgoing payments, and research and resolve the exception items in the Indian domestic products in accordance with department and company procedures and regulatory requirements (SEBI and AMFI).
- Reconciling and clearing the realized, but not allotted cases, and unrealized cases.
- Responsible for bank reconciliation and coordination with bankers and service providers for the resolution of queries received through customer services in connection with cash identification, finalization of units, rejection of trades, etc.
- Research, analyze, and clear exception items resulting from system and client issues in an accurate and timely manner.
- Effectively communicate trends and issues identified in daily operations to the necessary recipients.
- Solving the process-related queries of the team members and other connecting teams.
Education
MBA - Finance
Princeton College of management
Hyderabad05.2017
Bachelor's degree - commerce
Avanthi Degree College
Hyderabad04.2011
Intermediate -
St. Francis Junior College
Hyderabad04.2008
S.S.C -
Keyes high school for girls
Hyderabad05.2006
Skills
- Customer Service
- Quality control expertise
- Continuous improvement strategies
- Analytical problem solving
- People Management Skills
- Conflict resolution
- Coaching and mentoring
Languages
Tamil
First Language
English
Proficient (C2)
C2
Telugu
Elementary (A2)
A2
Hindi
Intermediate (B1)
B1
Languages
- English
- Tamil
- Telugu
- Hindi
Timeline
Assistant Manager
Deloitte support service
01.2025 - Current
Senior Analyst
Deloitte Support Services
06.2016 - 12.2024
Analyst Level 3
Deloitte Support Services
04.2014 - 05.2016
Treasury Analyst-Cash Apps
Franklin Templeton Investments
05.2011 - 04.2014
MBA - Finance
Princeton College of management
Bachelor's degree - commerce
Avanthi Degree College
Intermediate -
St. Francis Junior College
S.S.C -
Keyes high school for girls
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