Pankaj Verma

Insightful Leader with 16 years of experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proven abilities in strategic planning, managing projects, transformations, process optimization, streamlining operations & team building. Thrive in a deadline-intensive environment, multitask, perform under pressure and meet deadlines. Ability to use sound judgment & decision-making skills and effectively perform in a self-directed environment. Promotes team spirit and works collaboratively to achieve team goals.

• 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.

• Gold Award — 2024, 2023
• Silver Award — 2022
• Bronze Award — 2021
• Client Excellence Awards — 2019, 2018, 2015, 2012, 2009