Panayala Shantan
Global Business Financial Services
Hyderabad,TG
Summary
Accomplished leader with a proven track record at Genpact Services, enhancing operational efficiency and client satisfaction through strategic planning and execution. Expert in Digital Tool Development & Implementation and adept at fostering robust client relationships. Achieved significant process improvements, driving business transformation with a keen focus on organizational development. I vision to pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
18
18
years of professional experience
3
3
Languages
6
6
years of post-secondary education
Work History
Assistant Vice President of Operations
Genpact Services
09.2022 - Current
- Define and implement Operational Governance Internal & External stakeholders.
- Identify Process performance metric and define targets based on the base-lining and projected business growth
- Applying Lean 6σ and CORD methodology and recommended adaption across client’s process, policy and Technology Landscape
- Blueprinting Collections Strategies and building Highradius, Cora, Akritive tool for Collections, credit and Cash Applications
- developing and Adapting to Generative AI technology to drive process efficiency and productivity
- Achieved organizational objectives by setting clear performance goals, monitoring progress regularly, and adjusting plans as needed to ensure overall success.
- Coordinated with cross-functional teams to optimize workflow efficiency and data-driven decision making.
- Collaborated with senior leadership to develop long-term strategies for increased profitability and sustainability.
- Championed change management by fostering an environment of adaptability and resilience, encouraging teams to embrace new strategies and ways of working.
- Identified opportunities to improve business process flows and productivity.
- Increased company profits through performance optimization strategies and efficiency improvements.
- Supported Executive Team in reviewing, identifying, and prioritizing strategic initiatives.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Facilitated the implementation of new technologies to drive innovation within the organization while maintaining operational excellence.
- Streamlined operations by implementing efficient processes and standardizing procedures across departments.
- Spearheaded process improvement initiatives that led to increased operational efficiency across all departments without compromising quality or service levels.
- Directed risk management efforts by identifying potential threats, developing contingency plans, and implementing preventive measures to mitigate risks.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Senior Manager GPO
Amazon Development Center
02.2021 - 03.2022
- Managed all Amazon verticals (AWS, Retail, Advertising, Transportation, other over 58 small business channels Globally) AR Operations as a Global Process Owner
- Measure the ongoing operational deliverables track the adherence to the agreed KPIs. Take proactive corrective course corrections on any dropping metric.
- Baseline the YOY performance trends; devise, discuss and agree on the new KPI targets by the start of new FY
- Review policies and control documents on a periodic basis and ensure updates are logged, approved and communicated
- Held monthly meetings to create business plans and workshops to drive successful business.
- Provided strong leadership to enhance team productivity and morale.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
Service Delivery Manager
Accenture Solutions Pvt.Ltd
01.2017 - 01.2021
- Setting out quality standards for various processes, ensuring a high-quality customer experience while adhering to the SLAs and work processes Interfacing with stakeholders across the various geographies as a part of Top Management, driving change, infusing new ideas, challenged status quo, standardized business processes, taking the performance to the next level and ensuring center delivers value beyond cost arbitrage
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Identifying inefficiencies & implementing measures for ensuring long-term stable and improving performance
- Enhanced service delivery by developing and implementing efficient processes.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
Sr. Manager
Genpact
05.2008 - 01.2017
- Headed a wide range of functions entailing: Operations Excellence, Knowledge Transitions, Project Management & Transitions and Business Transformations
- Responsible for $700M Automotive Receivables.
- Accountable for driving process excellence via rigorous reviews in sub processes: Customer Master, Contract Management, Credit Analysis, Order Billing, Receivables Collections, Dispute Management, Cash Applications, Month-end Reconciliations
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Traveled extensively building relationship with stakeholders and contributed in Increased customer satisfaction with timely project deliveries and seamless communication.
Team Manager
Dell International Services
12.2006 - 02.2008
- B2B Collections with a Portfolio of $300M
- Review Overall PD and Aging performance
- Manage Deductions, Disputes and Bad Debits
- Review Credit Limits and Order Hold/ Release
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Ensure Strong relationship with internal departments and External end customers AP teams
Education
UGC New Delhi - Business Management
11.2018 - 02.2022
High School Diploma -
04.1997 - 05.2000
Skills
Global Delivery Management
Digital Tool Development & Implementation
Business Transformation & Process Excellence
Knowledge Transitions & Retention
Organizational Development
Project Management & Communications
Financial Analysis and Improvements
Client Relationship & Escalation Management
Strategic planning and execution
Process Improvements
Business Administration
Business process reengineering
Timeline
Assistant Vice President of Operations - Genpact Services
09.2022 - Current
Senior Manager GPO - Amazon Development Center
02.2021 - 03.2022
Alliance University - UGC New Delhi, Business Management
11.2018 - 02.2022
Service Delivery Manager - Accenture Solutions Pvt.Ltd
01.2017 - 01.2021
Sr. Manager - Genpact
05.2008 - 01.2017
Team Manager - Dell International Services
12.2006 - 02.2008
Shri Shakthi College Of Hotel Management - High School Diploma,
04.1997 - 05.2000
Languages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Telugu
Advanced (C1)