Pooja Chauhan

· Managed end-to-end BPO operations for multiple business units.

· Monitored daily performance, SLAs, KPIs, and quality metrics to ensure service delivery.

· Led teams of associates, team leads, and SMEs, including coaching, performance reviews, and workforce planning.

· Identified process gaps and implemented improvements to reduce errors and improve turnaround time.

· Handled client communication, governance calls, and operational escalations.

· Ensured compliance with SOPs, audit requirements, and process controls.

· Analyzed operational data to identify trends, performance issues, and improvement opportunities.

· Conducted forecasting, capacity planning, and staffing analysis based on historical data.

· Automated reports and built KPI scorecards to support leadership decision-making.

· Performed variance analysis, root cause analysis, and provided actionable insights.

· Ensured data accuracy, consistency, and strong data governance.

· Led automation and process transformation initiatives using Lean and data insights.

· Improved operational efficiency, reduced manual efforts, and streamlined workflows.

· Conducted RCA, developed corrective action plans, and reduced process defects.

· Collaborated with cross-functional teams on digitization, standardisation, and reporting enhancements.

· Led annual budgeting, monthly rolling forecasts and scenario modelling for multiple cost centres, reducing forecast variance and aligning resource allocation with strategic priorities.

· Designed and enforced financial SOPs and cash‑flow procedures to improve liquidity and reduce working‑capital needs.

· Consolidated multi‑system financial and operational data; performed variance and root‑cause analysis and delivered corrective actions to operations and senior leadership.

· Conducted monthly plan‑vs‑actual reviews; tracked corrective actions and delivered cost optimisation initiatives that improved margins.

· Managed revenue recognition and contract accounting; coordinated with clients to resolve disputes and ensured compliant month‑end revenue booking.

· Acted as primary liaison for statutory and internal audits; led book finalization and closure of audit observations.

· Standardized accounting processes implemented control matrices and executed compliance testing to reduce noncompliance risk and streamline month‑end close.

· Prepared MIS and cost‑centre budgets using driver‑based assumptions; consolidated company‑level budgets for monthly and annual planning cycles.

• Performed variance analysis for revenue and major cost heads; identified root causes and recommended corrective actions to business owners.
• Owned cash‑flow management and receivables optimisation initiatives; analysed aging, recommended credit and collection policy updates and monitored recovery actions.
• Maintained and improved financial controls and standard operating procedures to ensure accuracy of MIS and compliance with accounting policies.

· Prepared annual budgets and monthly business plans by cost centre; produced consolidated company budgets and delivered monthly variance analysis to leadership.

• Performed root cause analysis for underperformance and overachievement; proposed and tracked corrective action plans with operations and sales teams.
• Owned month‑end close activities, including reconciliations, intercompany settlements and timely P&L and balance sheet reporting to meet management deadlines.
• Managed cash‑flow forecasting and working capital plans; implemented process changes to optimise receivables and improve liquidity.
• Led receivable, project and customer risk assessments; defined credit limits, provisioning approach and recovery strategies to mitigate exposure.
• Delivered weekly and monthly KPI packs covering revenues, receivables, payables, margins and cash metrics with clear commentary and recommended actions.
• Standardised accounting processes, implemented control matrices and enforced accounting policies to improve accuracy, reduce errors and shorten close cycles.
• Partnered with business leaders to translate strategic direction into short‑term forecasts and long‑term financial plans used for decision making and resource allocation.

• Prepared annual budgets and monthly business plans by cost centre; produced consolidated company budgets and delivered monthly variance analysis to leadership.
• Performed root cause analysis for underperformance and overachievement; proposed and tracked corrective action plans with operations and sales teams.
• Owned month‑end close activities, including reconciliations, intercompany settlements and timely P&L and balance sheet reporting to meet management deadlines.
• Managed cash‑flow forecasting and working capital plans; implemented process changes to optimise receivables and improve liquidity.
• Led receivable, project and customer risk assessments; defined credit limits, provisioning approach and recovery strategies to mitigate exposure.
• Delivered weekly and monthly KPI packs covering revenues, receivables, payables, margins and cash metrics with clear commentary and recommended actions.
• Standardised accounting processes, implemented control matrices and enforced accounting policies to improve accuracy, reduce errors and shorten close cycles.
• Partnered with business leaders to translate strategic direction into short‑term forecasts and long‑term financial plans used for decision making and resource allocation.