Summary
Overview
Work History
Education
Skills
Certification
Interests
Timeline
Languages
Software
Significant Projects
Awards & Recognitions
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Pankaj Verma

Pankaj Verma

Senior Operations Manager - OTC
Noida

Summary

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.

Overview

16
16
years of professional experience
1
1
Certificate
2
2
Languages

Work History

Senior Operations Manager

Genpact
Noida
10.2020 - 04.2025
  • Managed Billing & Reimbursements for OTC tower with a team size of 90 people, including 4 Managers and 6 Leads
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • 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.
  • Worked closely with Transformation team on deploying Tools and RPA for current processes, enhancing efficiency
  • Ensured regulatory compliance across all aspects of operations by staying current on industry standards while implementing necessary policies or procedures accordingly.
  • Prepared comprehensive documentation for internal and external audits, ensuring compliance with regulatory standards and facilitating smooth audit processes.
  • Led the successful transition of two projects, including the implementation of SAP S/4HANA ERP system, ensuring minimal disruption and optimal integration.
  • 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.
  • Developed, obtained client approval, and ensured adherence to Standard Operating Procedures (SOPs) across teams.
  • Conducted monthly one-on-one meetings with managers and skip-level reviews to foster communication and leadership development.
  • Achieved Employee Happiness Indicator scores of 95% in 2022, and 96% in 2023 & 2024, reflecting strong team engagement and satisfaction.
  • Certified Green Belt in Six Sigma (January 2022), demonstrating expertise in process improvement methodologies.

Operations Manager

Accenture
Gurugram
12.2011 - 09.2020
  • Managed Credit & 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 DRs
  • Introduced "Marvelous Monday" initiative to boost team engagement, resulting in increased employee satisfaction scores.
  • Implemented virtual coffee and tea breaks to foster team camaraderie and strengthen team dynamics.
  • Maintained low DTP (Days to Pay) and DDO (Days Delinquent Outstanding), optimizing cash flow and reducing delinquency rates.
  • Promoted best practices across teams to support business development and operational excellence.
  • Reported detailed issues and insights to higher management, facilitating informed decision-making.
  • Conducted quarterly performance reviews, recognizing achievements and providing constructive feedback for improvement.
  • Achieved top scores in Employee Satisfaction Survey (ESS) for three consecutive quarters in 2019, with an average rating of 4.76/5.
  • 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
Gurugram
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

12th -

The Air Force School
Delhi, Delhi
06.2001

10th -

The Air Force School
Delhi, Delhi
06.1999

Skills

Effective leader

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Certification

Green Belt Certification, 01/01/22

Interests

Listening to music, painting, and playing cricket

Timeline

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

12th -

The Air Force School

10th -

The Air Force School

Languages

English
Hindi

Software

SAP S/4HANA

Oracle

Peoplesoft

Salesforce

Citrix

Microsoft Dynamics 365

Workday

Intuit QuickBooks

BlackLine

ServiceNow

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
Pankaj VermaSenior Operations Manager - OTC