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
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)
Similar Profiles
Keona BrooksKeona Brooks
Collection Customer Service Representative at Genpact ServicesCollection Customer Service Representative at Genpact Services
Balázs MolnárBalázs Molnár
Digital Transformation Expert at Genpact ServicesDigital Transformation Expert at Genpact Services
Małgorzata StąpórMałgorzata Stąpór
Market Supply Planner (Unilever) at Genpact ServicesMarket Supply Planner (Unilever) at Genpact Services