Pragati Srivastava
Team Manager – Order to Cash Operations
Noida
Summary
Results-oriented and dedicated Team Manager with 10+ years of experience in Order to Cash (OTC) operations, including Billing, Cash Application, Dispute Resolution, and Deductions. Adept at leading teams, driving operational excellence, and ensuring SLA adherence. Proficient in SAP (S4 HANA, ECC), MS Office, and data analysis tools. Recognized for delivering high-impact results, process improvements, and enhancing client satisfaction. Certified TTT trainer with successful process transition experience and expertise in performance management, SOP creation, and cross-functional collaboration.
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering overall 10+ years of extensive leadership experience in Operations. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Knowledgeable and dedicated with strong background in team leadership and management. Successfully led diverse teams to achieve project goals through effective communication and strategic planning. Demonstrated proficiency in conflict resolution and performance optimization.
Experienced and reliable Team Manager with successful history leading and motivating staff members to exceed goals. Offers excellent communication and organizational skills. Adept at resolving conflicts and addressing emerging issues.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Team Manager
Accenture
07.2018 - Current
- Oversee end-to-end Billing, Cash Application, dispute, and deduction processes in the OTC domain.
- Leads a team of 15+ members, ensuring SLA adherence and daily operational efficiency.
- Act as SPOC for Operational Excellence and People Ambassador initiatives.
- Handle client communications, issue resolution, and proactive performance tracking.
- Create SLA reports, FMEA, and monthly operational review decks.
- Conduct root cause analysis and implement corrective actions to improve service delivery.
- Mentor and train new hires; manage team engagement and skill development.
- Monitor project delivery as per SOW and SLAs, ensuring consistent quality standards.
- Successfully transitioned OTC processes from Mexico to India over a 3-month period.
- Daily client interactions, process understanding, SOP creation, and documentation of operational parameters.
- Managing client Revenue billing
- Successfully achieved target of reducing deductions from $45M to $12M by being part of SWAT team.
- Worked with Dispute and collection team simultaneously in SWAT Team.
- Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency.
- Interacting with clients on daily/weekly basis to review and resolve operational issues as well as implement new process & procedure changes.
- Established a liaison among different departments; SM, Quality, Training and HR to ensure concerted action to achieve the desired results.
- Apply performance management strategies - action plans, BQ planning.
- Experience in process Training.
- Reporting and Analysis.
- Monitoring & allocating volume to the users.
- Skilled in investigating reported customer complaints regarding finance matters and conducting root cause analysis to determine reason for errors, while implementing appropriate measures to prevent recurrence.
- Keeping a track of all the pending issues and ensure proper follow ups with client.
- Prepare SLA reports on a weekly basis and share with Service Management Team.
- Preparation of Ops review PPT for reporting of activities done on month-by-month basis and having a viewpoint of onshore partners to improvise the process activities on monthly basis.
- Preparing FMEA.
- Impart training and mentoring of new hires in the team.
- Client/Customer Satisfaction Enhancement.
- Identifying Outliers & Conducting regular one on one session to ensure maximum employee satisfaction & productivity.
- Extra Responsibilities taken: Operational Excellence SPOC for the process, People Ambassador for the process.
Lead CCP
American Express Pvt. Ltd.
10.2013 - 11.2017
- Provided chat/email-based support for credit card dispute resolution.
- Applied customer payments, handled short/overpayment issues.
- Created dashboards and scorecards for monthly/weekly performance tracking.
- Promoted upselling and cross-selling of American Express products.
- Conducted knowledge sharing sessions, performance coaching, and huddles.
Customer Service Executive → Quality Lead Analyst
IBM Daksh Global Process Services Pvt. Ltd.
05.2012 - 11.2013
- Delivered customer support for Amazon.com as part of a high-volume contact center.
- Promoted to Quality Lead Analyst for excellent performance and leadership.
- Conducted team coaching, quality audits, and regular process updates.
Education
Bachelor of Commerce (Hons.) - Finance
Patna University
Patna 05.2009 - 05.2012
High School Diploma -
Army Public School, CBSE Board
Patna 03.2007 - 03.2009
Skills
- Team Leadership
- People Management
- Billing
- Dispute Resolution
- Deductions
- Cash Application
- Resource Scheduling
- SLA Compliance
- Process Compliance
- SOP Creation
- Knowledge Transfer
- Performance Management
- Reporting
- Data Analysis
- Operational excellence
- Performance coaching
- Customer focus
- Influencing skills
Awards
- People Ambassador Champion Award – FY21
- Star of Business Award – FY20
- Best People Ambassador – 2019
- Promoted to Lead CCP after multiple R&R Awards – 2015
- Star Achievers Award – 2012
- Multiple wins in debate, quiz, dance, and sports events in school & college
Disclaimer
I, Pragati Srivastava, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Personal Information
Date of Birth: 01/01/91
Timeline
Team Manager
Accenture
07.2018 - Current
Lead CCP
American Express Pvt. Ltd.
10.2013 - 11.2017
Customer Service Executive → Quality Lead Analyst
IBM Daksh Global Process Services Pvt. Ltd.
05.2012 - 11.2013
Bachelor of Commerce (Hons.) - Finance
Patna University
05.2009 - 05.2012
High School Diploma -
Army Public School, CBSE Board
03.2007 - 03.2009
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