Pankaj Verma
Assistant Vice President - OTC
Bengaluru
Summary
Dynamic leader with a proven track record of guiding teams, managing complex projects, and driving the achievement of strategic objectives. Expertise in developing streamlined processes while maintaining high quality standards and aligning team efforts with organizational goals. Recognized for a collaborative leadership style and unwavering commitment to excellence, thriving in deadline-driven environments with exceptional multitasking abilities and resilience under pressure. Strong judgment and decision-making skills enable effective operation in autonomous settings while fostering a team-oriented culture that promotes collective success.
Overview
16
16
years of professional experience
1
1
Certificate
2
2
Languages
Work History
Assistant Vice President
Accenture
Bengaluru
12.2025 - Current
- Managing a team of 150 professionals across multiple Lines of Business within OTC
- Established a high-performance culture within the team by setting clear expectations and providing regular feedback on individual performance contributions
- Optimized resource allocation by analyzing operational needs, reallocating resources as needed to maximize efficiency across all functions
- Increased efficiency by streamlining processes and implementing new software tools for the team
- Fostered strong relationships with key clients, leading to repeat business and a significant increase in customer satisfaction ratings
- Managed risk effectively by implementing robust compliance procedures and conducting regular audits of internal controls
- Implemented data-driven decision-making processes, leading to more informed strategic choices and improved overall performance metrics
- Oversaw change management initiatives, ensuring smooth transitions during periods of organizational restructuring or process improvements
- Executed appropriate staffing and budgetary plans to align with business forecasts
Senior Operations Manager
Genpact
Noida
10.2020 - 04.2025
- Managed Billing & Reimbursements for OTC tower
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Prepared comprehensive documentation for internal and external audits, ensuring compliance with regulatory standards and facilitating smooth audit processes.
- Collaborated with cross-functional teams to execute large-scale initiatives, driving continuous process improvements and operational efficiency.
- Supported end-to-end recruitment, onboarding, and training processes to build and develop high-performing teams.
- Reported issues to higher management with great detail.
- Conducted monthly one-on-one meetings with managers and skip-level reviews to foster communication and leadership development.
- Certified Green Belt in Six Sigma (January 2022), demonstrating expertise in process improvement methodologies.
Operations Manager
Accenture
Noida
12.2011 - 09.2020
- Managed credit and collections, deductions, accounts payable, and reporting processes for four clients.
- Successfully managed SLAs with a team size of 55 employees, including 5 Assistant Managers as direct reports
- Maintained low DTP (Days to Pay) and DDO (Days Delinquent Outstanding), optimizing cash flow, and reducing delinquency rates
- Reported detailed issues and insights to higher management, facilitating informed decision-making
- Conducted quarterly performance reviews, recognizing achievements, and providing constructive feedback for improvement
- Analyzed and reported on key performance metrics to senior management
- Enhanced operational planning and business frameworks to maximize resource utilization and minimize waste
- Previously led a team of 15 in a telecom project focused on Accounts Payable, Claims Collections, Vendor Management, and Access Billing Management
Process Developer
GE Money
Gurgaon
09.2006 - 07.2009
- Executed collections activities across all overdue stages to ensure timely payments
- Managed inbound customer service calls, providing support and resolving account issues
- Successfully collected payments on high-dollar portfolio accounts, achieving targeted collection goals
- Mentored and supervised a team of 4 members within the Manual Collections team, enhancing team performance and efficiency
Education
MBA - Marketing & Finance
GGD University
Gwalior, M.P.11.2006
BA - English Hons
Jiwaji University
Gwalior, M.P.07.2004
Skills
Strategic Leadership and Change Management
Operational Excellence and Process Improvement
Financial Acumen and Budget Management
Technology Integration and Digital Transformation
People Management and Team Development
Risk Management and Compliance
Communication and Relationship Building
Performance evaluation and monitoring
Certification
Green Belt Certification, 01/01/22
Timeline
Assistant Vice President
Accenture
12.2025 - Current
Senior Operations Manager
Genpact
10.2020 - 04.2025
Operations Manager
Accenture
12.2011 - 09.2020
Process Developer
GE Money
09.2006 - 07.2009
MBA - Marketing & Finance
GGD University
BA - English Hons
Jiwaji University
Languages
English
Hindi
Significant Projects
- ERP Migration & Implementation:
Managed the end-to-end migration from legacy ERP systems to SAP S/4HANA for the US region, overseeing all stages such as functional integration testing (FIT), user acceptance testing (UAT), and go-live execution. Crafted detailed Standard Operating Procedures (SOPs) and delivered extensive training sessions, facilitating rapid team adaptation and ensuring a smooth transition with minimal operational disruption. The successful migration improved strategic alignment by facilitating better decision-making and process efficiency, while minimizing disruptions and errors to manage costs effectively. - Process Automation & Optimization:
Spearheaded the deployment of BPMS for workflow automation, which streamlined key business processes, reduced manual effort, and enhanced visibility into billing and reimbursement operations. This initiative resulted in improved accuracy, faster turnaround times, and better reporting capabilities for management decision-making. - Collections Strategy & Portfolio Management:
Designed and implemented targeted collection strategies for corporate and FIT customers, significantly increasing monthly portfolio coverage from 64% to over 95%. This enhancement resulted in a 12% decrease in overdue accounts (over 60 days), a $16 million improvement in portfolio delinquency (PD), and a reduction of 3 DSO days. - Dispute Management & Cash Flow:
Led the DDO project by forming a specialized dispute resolution team dedicated to handling corporate customer disputes. This effort resulted in a significant decrease in dispute resolution time, improved Customer Satisfaction (CSAT) scores, and strengthened cash flow. Additionally, it contributed to a reduction of DDO by 5 days. - Automation & Efficiency Gains:
Implemented EDI billing solutions and automated invoice status extraction from AP portals, saving efforts equivalent to 2.5 FTEs for the collections team, thus increasing operational efficiency and reducing manual errors. - Team Restructuring & Cross-Functional Collaboration:
Restructured collections teams to align with sales organizations, fostering better collaboration between sales, operations, and collections. This restructuring improved dispute resolution TAT by approximately 30%, reducing it from around 46 days to 32 days, and strengthened overall process synergy. - Project Transition & Integration:
Led the transition of new projects across OTC/STC and AP functions, ensuring seamless integration with existing processes. Managed stakeholder expectations and facilitated knowledge transfer to teams for sustained operational excellence.
Awards & Recognitions
- Gold Award — 2024, 2023 Silver Award — 2022 Bronze Award — 2021
- Client Excellence Awards — 2019, 2018, 2015, 2012, 2009