Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Rahul Kunder

Rahul Kunder

Service Delivery Lead
Bangalore

Summary

Customer-oriented General Manager with 23 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.

Overview

21
21
years of professional experience
6
6
years of post-secondary education

Work History

Account Delivery Lead

IBM India Pvt.Ltd.
10.2022 - Current
  • In my current role, I am the India Delivery Lead for worlds leading furniture retailer. My delivery portfolio encompassing Bangalore & Chennai with a total head count of ~550
  • On average ~150 fte added very year from 2023 onwards
  • I am responsible for both the finance & accounts service delivery & process transformation.
  • Leading multi project transitions from across ~20 plus european countries. (Go Live, Stabilization Period & BAU)
  • Coordinated cross-functional initiatives with other departments (transitions, continues improvements & automations) to improve overall business operations and customer satisfaction.
  • Improved delivery efficiency by streamlining processes and implementing process automations with a savings over ~50 fte's for year 2024
  • Achieved a total savings of ~750K EUR via process improvements & COE models. Target for 2025 is ~1.2MN EUR
  • Process Maturity across all towers performed & opportunities identified to bridge the gaps & move the processes into more a Leading category in the retail industry.
  • Enhanced team productivity by providing consistent coaching, feedback, and guidance to delivery staff.
  • Fostered a collaborative work environment by promoting open communication channels within the delivery team.
  • Optimized resource allocation by analyzing operational data and adjusting staffing levels according to demand fluctuations.
  • Reduced customer complaints by addressing concerns promptly and implementing corrective measures for improved service quality.

Deputy General Manager

IBM India Pvt.Ltd.
06.2015 - 10.2022
  • Delivery Project Executive for a CPG client responsible for Record to Report & Accounts Payable.
  • Managing over ~200 team members across 3 Global Delivery Centers resulting in approximate ~12% reduction in cost YoY.
  • Leading potential client floor walks, presentation & workshops.
  • Worked on 2 RFP's as an extended project with the solution & practice teams.
  • Signed close to 50 FTE's worth of new business in 2019
  • Employing best practices and management controls to provide superior service to internal and external customers.
  • Collaborating with Project Executive and department heads to establish 12 month goals and work plans.
  • Reviewing performance results to target and take corrective measures with authorization and escalation.
  • Fostering and promoting cooperative and harmonious working climate conducive to maximum employee morale, productivity and effectiveness.
  • Inform Center Leader of unusual matters of significance and launching corrective action plan.
  • Enact contingency plans, escalate and direct system problems and issues, and participate in post-mortem analysis to provide input for process improvements.
  • Designed modern employee recognition program which boosted productivity and improved morale. Bravo Awards
  • Promoting positive customer experience through day-to-day supervision and management of all 3 Delivery Centers.
  • Handling problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Improved productivity while reducing staffing and operational costs by 12%.
  • Chair weekly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products to individual markets.
  • Strategic Projects successfully delivered: Oracle ERP Implementation with 35%Productivity, 20% YoY FTE Productivity via Lean Projects, Automation and streamlining, Creating Centers of Excellence.
  • Cognitive & Digital Road Maps for various clients including RPA, Digital Dashboards & Watson Analytics.
  • Partnering Client Strategic Direction: Standardization Road Maps on Close Decongestion, Close Cycle shortening, Balance Sheet standardization & automation, POT% increase (20% optimization achieved with Top 20 vendors, doubling up the PO penetration to 80% & there by reducing down stream queries by 15%.
  • Part of Client Finance Transformation Steering Committees, Innovation Board. Working with Regional Controllers & Global Process Owners.
  • Automation on Inter Company Reconciliation – Blue Prism Robotics – 30 % productivity
  • Automation on Balance Sheet Reconciliation – Winauto – 40% productivity
  • Automation on Touch Less Journal Postings – Winauto & Blue Prism – 70% productivity
  • Transitioned additional RTR scope in 2018 for a total of 35 FTE's from Belfast & UK

Manager & Senior Manager

IBM India Pvt. Ltd.
07.2010 - 05.2015
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
  • Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Cross-trained existing employees in order to maximize team performance.
  • Maintained current knowledge of all facets of operations.
  • Led team of 20 direct reports managing over 150 employees across all 3 F&A towers
  • Transitioned AP process in 2010, team of 75 FTEs on both SAP & Oracle Erp’s with multiple ramp up’s in 2011 & 2012.

Assistant Manager & Team Lead

Tata Consultancy Services
07.2006 - 06.2010
  • Promoted to Team Lead after only 10 months with company.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
  • Coached team on effective upselling and cross-selling methods.
  • Supported staff development and goal attainment by focusing on skill development and job satisfaction.
  • Supervised team of 55 employees and provided feedback on performance.
  • Applied customer feedback to develop process improvements and support long-term business needs.
  • Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
  • Planned team-building exercises to increase employee performance and job satisfaction.
  • Handled customer service by dealing with complaints, organizing stock and answering customer questions.
  • Transitioned RTR process from US for a total FTE of 75 in July 2006, Dec 2006 & Oct 2009.

Team Specialist

J P Morgan Chase Ltd.
01.2005 - 06.2006
  • In 2005 migrated the Project Accounting, Fixed Asset and Reconciliation Process from North America to India for JP Morgan Chase.
  • Was a key member in providing various Process Improvements and SME for the process at JPMorgan Chase.
  • Received an award for successful Migration of the Process and for displaying Leadership, Team Spirit & Positive Attitude at JPMorgan Chase.
  • Received the “Individual Excellence Award” for the third Quarter 2005 at JPMorgan Chase.
  • Received 3 Service Star Team Awards for Excellent Planning & Team Work.
  • Received the “Best Team Award for the fourth quarter 2005” at JPMorgan Chase.

Financial Assistant

Hewlett Packard India Pvt. Ltd.
01.2004 - 01.2005
  • Worked in the Rebates team. Calculating and checking of rebates claim amount with the invoice copies.
  • Analyzing and validating of Sales Invoices of customers
  • Was a part of the Internal quality check team – Rebill Quality Check.
  • Was a part of the End User Verification Team, to find the authenticity of the vendor with relation to the company.
  • Worked with the Quality Team for Six Sigma Green Belt Projects

Education

Post Graduation Diploma in Business Administration - Finance

Symbiosis Pune
Pune
01.2009 - 01.2012

Bachelor of Commerce B.Com - Commerce

Mumbai University
Mumbai
01.1998 - 01.2001

Skills

Client account management

Stakeholder management

Operational Improvement

Data Analysis

Project Management

Strategic Planning

Accomplishments

  • IBM CPS F&A Business Value Award : 2024
  • IBM CPS F&A Executive Choice Award : 2019
  • IBM CPS F&A Certificate of Excellence Award : 2017 - 18
  • IBM CPS F&A Top Talent : 2013
  • TCS F&A Certificate of Excellence Award : 2010

Timeline

Account Delivery Lead

IBM India Pvt.Ltd.
10.2022 - Current

Deputy General Manager

IBM India Pvt.Ltd.
06.2015 - 10.2022

Manager & Senior Manager

IBM India Pvt. Ltd.
07.2010 - 05.2015

Post Graduation Diploma in Business Administration - Finance

Symbiosis Pune
01.2009 - 01.2012

Assistant Manager & Team Lead

Tata Consultancy Services
07.2006 - 06.2010

Team Specialist

J P Morgan Chase Ltd.
01.2005 - 06.2006

Financial Assistant

Hewlett Packard India Pvt. Ltd.
01.2004 - 01.2005

Bachelor of Commerce B.Com - Commerce

Mumbai University
01.1998 - 01.2001

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Rahul KunderService Delivery Lead