Badminton, Swimming & Travelling
Rajan Madabushi Raghavan
Sr Manager Global Business Services
Summary
An Experienced leader with 15+ years of Experience in Technology & Business Operations - enabled organizations through technology and business transformational initiatives, scaled operations through centralized shared services, optimized business processes through Continuous Improvement & Intelligent Automation. Deep experience in setting up global operations teams in onshore, and outsource delivery models, Led technology teams to deliver business solutions and automation - resulting in enhanced customer experience, scaled pre & post sales customer support/service, cost savings, economies of scale, YOY productivity and enabling companies improve operating margin. Strengths include strategic thinking, solving complex problems and building collaborative relationships and high performing teams. Seeking an opportunity to leverage leadership and expertise with a global firm in their transformational journey. Key Accomplishments: - Achieved 25-30% cost savings by transitioning operations into a shared services framework - Drove RFI & RFP with suppliers, negotiated contracts and set up global delivery centers - Led global teams to manage process like Cash applications, Collections, Legal, Invoice Processing, Payroll, etc. - Implemented Automation and saved $10M+, accelerated collections by 20%, Triaging requests 60%, - Implemented chat feature and connected to Knowledge Articles for self service. Highlights of Expertise: Business Strategy and Execution, Set up Global Business Process Outsourcing (BPO), Vendor & Supplier Relationship, Operational Rigor & Management, Customer Service, Change Management, Service Delivery, Contract Negotiations, Data Analytics and Business Insights, Transformation, Shared Services, DMAIC E2E process improvements & Intelligent Automation.
Overview
18
18
years of professional experience
2
2
Certifications
4
4
Languages
Work History
Process Developer
GE Money Servicing
08.2006 - 05.2010
- Handling calls from Vendors on payment related queries.
- Processing invoices consistent with standard operating procedures.
- Created an HTML page on process documentation, serving as reference tool.
- Supported Manager in tracking team's monthly performance, updating excel spreadsheet with Key performance indicators such as # of calls, AHT, AWT, Productive team, Unproductive shrinkage, Call quality scores & invoice processing accuracy.
- Continuous improvement mindset in simplifying process impacting key metrics.
Operations Lead
E.I. Dupont Services Center India Pvt Ltd
05.2010 - 05.2014
- Responsible for set up of T&E, Accounts Receivable, Tax & Controllership processes from a Project Management Stand point
- Working closely with Business Owners, HR, Finance, IT & Legal to establish agreements & facilitation of negotiation on the movement of business processes.
- Prepare project charter showing Cost Benefit and Impact for the Organization.
- Providing directions to various functional teams with Skillset mapping, Hiring, Onboarding, Travel (On site), T&E, Training needs, handling emergencies while on site.
- Supporting Operations define KPI's, SLA's and ensure system enablement to measure success for the process connecting it to the Organization's vision.
- Reviewing billing reports for each transition until handed over to the delivery team.
- Regular cadence with Stakeholders for performance & budget reviews aligning on the story.
- Responsible for Operations in T&E and Accounts Receivable, leading a team of 35.
- Application Owner for Concur managing relationship with Vendor
- Engaged in application upgrade from 8.0 to 10.0 enabling new features such as Travel & Expense integration, Policy Compliance, Establishing Audit controls.
- Designed various reports to meet Operational demand to monitor costs and help control costs.
- Led cash applications & write off team for Europe entities
- Reviewed individual & process performance
- Delivered successful Month end, Quarter and Fiscal Year End
- Engaged in Performance discussions with team members, established a tracking mechanism on individual performance.
Operations Manager
Capgemini Technology India Pvt Ltd.
09.2015 - 09.2019
- Service Delivery Manager for India at Capgemini, managing 3 customers in Paper Industry
- Leading transition of large projects in Finance
- Operations Management of PTP, C2C & R2R for EMEA, US and LATAM Scope of the team includes Pre Processing, Invoice Processing, Problem Resolution, GR / IR reconciliations, Cash Applications, Concurrent Audit, Reconciliations, Asset Management, JEV's
- Implemented Ariba application (E-invoicing tool) & Concur (T&E) application: Detailed process design, Systems & data Management, Travel & Expense Program, training, Month end close Integration
- Point of escalation in India for Stakeholders Globally
- Participate in Internal & Customer Audits
- Assess processes for Risks as per the Organization's Risk Management Framework. Establish mitigation plan and run mock tests to ensure efficiency in process.
- Engage with Transformation team to identify opportunities and gaps in the process, Implement actions to improve the delivery.
- Participate in Management reviews with Sr Leadership on overall performance including KPI's, Attrition, Financial indicators and People
- Participate in Interviews for promotions within the Organization as an Assessor – Applying Behavioural Event Interview Techniques
- Review performance with Assistant Manager for each vertical on KPI's, provide solutions and drive quality as a culture in the team
- Monitoring SLA, operational performance indicators, strategic initiatives, risk scenarios and business continuity plans for the entire account in India
- Designed an internal audit process to ensure strong controls.
- Established & executed a strong succession plan and created auto pilot teams
- Prepare monthly billing reports for all the scope of accounts in India
- Re-Engineered Invoice Processing using ESOAR methodology resulting in $1.5M savings
- Perform account financial reviews, prepare operations & travel budgets
- People Management – Goal Setting, employee engagement, appraisal review, Coaching & Mentoring, Annual Pay Reviews, Rating finalization
- Stakeholders Engagement – Regular cadence during transformation period, BAU and operations review meetings
- Peer Management – Provide suggestions on operations to peer service delivery managers
- Participate in meetings to share best practices across the center
- Financial Management – Improve the contribution margin, prepare Annual Budgets, reduce costs by improving productivity.
Sr Manager
Salesforce
09.2019 - Current
- Engage with Business Owners within Salesforce across Functions to partner with GBS and the impact it can create on their Business.
- Supporting Salesforce achieve the goal of improving Operating Margins through Outsourcing Delivery Model and leveraging expertise of various Support & Enablement functions at shared costs.
- Leading discussions with Vendors on RFP & RFI for BPO engagements in Global Business Services.
- Establish Operating models with a focus on cost reduction, optimized resource allocation and improved efficiency.
- Designed and agree on KPI's and SLA's with internal customers to measure success.
- Coordinate with Internal Support & Enablement teams to have Monthly Operations Review and Quarter Business Reviews.
- Prepare for reviews with customers on Story telling showcasing highlights, lowlights, Opportunities and Challenges.
- Drive Technological interventions using Automation to transform processes and pass the benefit to the Internal Customer.
- Drive Operational rigor with Suppliers to meet deadlines and deliver on commitments as per Contractual obligations.
- Promote the use of Salesforce on Salesforce applications to transform process and leverage internal Business Technology team's proficiency.
- Supported Organization wide Change Management initiative such as Coupa Modernization Project & Iron Clad for Contract Management
- Established strong internal controls to track and monitor performance using Tableau visualization charts in coordination with Business Intelligence teams.
- Mapping skillset during process discovery, solution design at a process and individual level and engaged in Hiring, Transition & Operations.
- Led Robotic Process Automation team as a standalone offering to the customers supporting transformation objective of the Organization.
- Delivered around $10M in savings through various RPA's automating extraction of reports, consolidating & generating evidences for audit purposes in Controllership Organization.
- Implemented chat feature as a tool to self service for Account Executive & Employees with queries.
- Accelerated collections by 20% implementing auto reminders 2 weeks ahead of the invoice due date.
- Drove Org wide change management by use of Knowledge articles fOR Sales & Legal Functions.
- Implemented Amazon connect in AR Collections for customers to get a copy of invoices, balances, statement of Accounts, status of Credit Memo's etc., thereby saving FTE costs.
Education
Masters Program in Business Administration - Finance Management
Indian School of Business Management & Administrat
Pune 05.2001 -
Bachelor of Commerce - Corporate & Management Accounting
Osmania University
Hyderabad 05.2001 -
Skills
Business process reengineering Stakeholder Management Organizational Development Operational Excellence Attention to Detail Continuous Improvement Customer Relations Collaboration and Teamwork
Academics
Bachelor of Commerce, Osmania University, Hyderabad, 2008,
Masters in Business Administration, Indian School of Business Management & Administration 2012
Short Projects
- Saved 5K Euros late fees to AMEX Corporate Credit Card by steering a project on charge management process
- Conducted a study on resource levelling and submitted recommendations to management saving 10 FTE's
- Improved productivity and saved 50K Euros by adoption various reasonable practices
- Expanded scope of operations from Transactional to Accounting.
Availability
60 days
Personal Information
Date of Birth: 08/19/88
Certification
Project Management Professional
Interests
Timeline
Sr Manager
Salesforce
09.2019 - Current
Lean Six Sigma Green Belt
08-2018
Project Management Professional
12-2017
Operations Manager
Capgemini Technology India Pvt Ltd.
09.2015 - 09.2019
Operations Lead
E.I. Dupont Services Center India Pvt Ltd
05.2010 - 05.2014
Process Developer
GE Money Servicing
08.2006 - 05.2010
Masters Program in Business Administration - Finance Management
Indian School of Business Management & Administrat
05.2001 -
Bachelor of Commerce - Corporate & Management Accounting
Osmania University
05.2001 -