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 EXPERIENCESOver 145 years of wide exposure & experience in the field of Finance & Accounting and as a Business Analyst (AP, AR, GA, MDM, and QMS/Q2R)ACHIEVEMENTSReceived 4 times summit award 2 times numerous uno awards 2 times shining star awards in Accenture for outstanding performanceSuccessfully transitions to US-Charlotte for 3 months and received high five awards from clientI have won micro-oven for highest collections target reached in 2009 from standard chartered
Excellent managerial techniques
Business Development
Documentation skills
Customer Relationship Management
Excellent attention to detail
Negotiation
Knowledge of ERP (Enterprise Resource Planning) software
Project Management
Research abilities
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