Xelix, Power BI, Blacklane, RPA BPO Open tool, Zira/Q2R, In stream/ AI tool, BPO connect
Pavithra K.M
Sr Business Analyst - Team Manager
Bangalore
Summary
Highly analytical and detail oriented business analyst with 16 + years of experience in various industries. Excellent problem solving skills and strong aptitude for data analysis. Seeking a challenging role to contribute my export is in driving operational efficiency and success.
Overview
17
17
years of professional experience
1
1
Certification
3
3
Languages
Work History
Sr
Standard Chartered Bank
- Handling Credit Cards issues, Loans, and Insurance, Accounts Openings Etc
- I PAVITHRA K
- M
- Declare that the above information is true to the best of my knowledge and belief.
Business Analyst (Team Manager)
Capgemini Business Service India Ltd
10.2014 - Current
Business Analyst
Capgemini Business Services India Ltd
Bangalore
10.2014 - Current
- Systems, BPO Finance & Accounts Operations
- Responsible for ensuring that the BPO open tool used as a workflow for Finance & Accounting process is correctly configured & put in place for CG Engagement Team, so that they may deliver the services effectively for External clients, by SLA as agreed upon
- Act as representative for BPO-IT Tools & Technology group, work closely with CG Engagement team, External client team, internal team- Development, testing to capture specific client requirements to deploy the BPO open application
- Responsible for requirement gathering any changes requested (CR) by the CG Engagement team and external client team in BPO open application modules like AR, AP, MDM, GA
- Q2R after GO LIVE of the application & accordingly act upon to ensure the feasibility check with internal team & communicate the estimation of the timeline back to CG Engagement team, external client team to plan for UAT as well as for Production GO LIVE
- Provides Kick OFF Meeting with CG Engagement team, External client team for a new project initiated & accordingly start the phases of SDLC
- Support the sharing of the requirements with an internal team like the Development team as well as the testing team & accordingly arrive at the estimation of the timeline to deliver the service as agreed upon
- Present the entire system flow to CG Engagement team, External client team in form of Playback’s to obtain common understanding, increase visibility & also get the feedback from CG Engagement team if any defects found, same to be communicated back to internal team for correcting
- Responsible for presenting the CG Engagement team, External client team the configuration which would have been gathered at the time of project initiation from BPO open application standpoint
- Assists the testing team with test cases & scripts by reviewing the applications if adhered as per requirement & accordingly providing the feedback
- Approve the Playback if to be moved for UAT & assist the team during UAT testing
- Provide the TTT (Train the Trainer) before GOLIVE in production to ensure that the applications are working according to the UAT sign-off
- Business as Usual processes handled]:
- Managing a team of 7 members (Working as a Subject Matter Expert)
- Manage the daily workflow and monitor the performance of the team [Monitoring and allocation of requests in Generic Mailbox - Allocation and Review of the activities assigned to the team members]
- Documented client process to be outsourced to Accenture per ISO 9001
- This includes preparation of Process Map, Desk Procedure, Process Manual, and Responsibility Matrix [Ensure process documentation is updated available for reference at all times] and SOP
- Initiated process improvements after transitioning work to Accenture
- Ensuring the Service Delivery as per SLA [Responsible for reporting SLA scores for all activities performed offshore]
- Maintenance of Trackers and Issue-logs
- Handling the client escalations - Building Client relationship
- Prepare and submit the monthly management reports like Utilization, SLA & TAT report for Error and Deliverables
- Preparation of MIS Reports for Management and required Matrices for Service Delivery and Governance meetings with Client and resolve Team issues amicably
- Identify available resources for cross-training and create efficient backups
- Identify the re-occurring exceptions and fix a permanent procedure to fix them
- Create KRA for the peers and motivate them to excel
- Performance review process
- Monitor the schedule adherence and attendance
- Monitoring to ensure all requests from the client for processing [ Invoice, Payment, & AR, Reconciliations & collections, etc.,] are completed on time
- Assist the team in case of any issues in processing
- Other Adhoc responsibilities provided by management from time to time
- Review of critical invoices & Creations of critical invoice templates for billing
- Prepared by team members
- Involved in handling AP / AR & Collections close at the end of the month
- Regular interaction with client & working with the onshore team to meet the cash goals
- Attend Weekly & Month close calls and update clients of progress on month close
- Worked in LPL project investment banking experience in commissions support and processing, collecting and charging a commission for the trade settlement & other billing activities
- Analyzing the NSCC and DTCC Files
- Investment through proper account types of advisory or brokerage
- Daily Updating of the Commissions which is paid periodically to advisors
- Assisting or generation of reports for advisors with transactions of individual Representatives id’s (REP)
- Setting up Automatic clearinghouse accounts (ACH) to advisors or REPs based on their requests
- AREAS OF SPECIALIZATION / INDUSTRY EXPERTISE:
- AP and AR, Cash Apps, Order to Cash management (B2B collection) end to end process
- I have been spoc for the OPEX and international voice process experience
- We support clients through emails and calls using WQM (work queue management), SAP, and PRT (Process reporting tool)
- Primary target is, to meet the SLA of 98% of accuracy every month and collection target of 95%
- Processing Lockbox, wire payment, and EFT, Credit Payment
- Handling all escalation e-mails and calls received from the business
- Handling and working on WQM tickets
- Control on the process by reviewing the key areas in the process and ensuring that the TATs are met and there are no issues in the process
- Preparation of MIS reports, accuracy reports, DNS reports, and quality reports distributing the same to the senior management team
- Handling reminders and notices (follow-up front with the customer/the solicitors) to ensure there are no legal proceedings against the Client.
Analyst
Accenture Service Pvt ltd
Bangalore
12.2009 - 09.2014
Sr Executive
Standard Chartered Bank
Bangalore
01.2007 - 01.2009
Education
Bachelor of Science - undefined
JSS College, Ooty Road Mysore. University of Mysore
Master of Science - undefined
Punjab Technical University
Skills
HIGHLIGHTS OF EXPERIENCESundefined
Certification
Connected Managers certification, Xelix certification, Blackline certification.
Additional Information
- Date: Place: Pavithra
Accomplishments
- Achieved Result through effectively helping with Task.
- Supervised team of Number staff members.
- Achieved Result by completing Task with accuracy and efficiency.
- Achieved Result by introducing Software for Type tasks.
- Resolved product issue through consumer testing.
- Documented and resolved Issue which led to Results.
- Collaborated with team of Number in the development of Project name.
Software
Interests
Cooking,, Traveling & Singing
Timeline
Business Analyst (Team Manager)
Capgemini Business Service India Ltd
10.2014 - Current
Business Analyst
Capgemini Business Services India Ltd
10.2014 - Current
Analyst
Accenture Service Pvt ltd
12.2009 - 09.2014
Sr Executive
Standard Chartered Bank
01.2007 - 01.2009
Sr
Standard Chartered Bank
Bachelor of Science - undefined
JSS College, Ooty Road Mysore. University of Mysore
Master of Science - undefined
Punjab Technical University
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