RAJESH K GOPINATH

Payment Consultant :

• Collaborated with support team to run an assessment to understand the life cycle of Payment Authorization transactions
• Led discussion with client to understand the data availability, process steps involved in Authorization process, internal SLAs/ SLOs and help team in defining Key performance indicators to improve the Network Authorization rate
• Comprehensive study on various Transaction declines, trend analysis, root causes on declines and identifying opportunities
• Value Stream Mapping/ Service Tree Mapping to identify potential opportunities and dependency of various upstream applications towards the Business process
• Provide recommendations to improve the Authorization Business process and create solution road map to implement solutions
• Create storyboard and present to client and stakeholders

Business Value Management Lead:

• Driving Business Value Management projects across BFS, retail and Insurance accounts part of Application Support portfolio
• Liaise with Business/IT stakeholders to understand the existing Business Process, assist in deriving the As-Is and To-be process flow diagrams to streamline the process and to identify potential opportunities
• Collaborate with Business and IT stakeholders to map out existing processes using discovery tools like QPR and Celonis, identify potential opportunities, and potentially increasing automation opportunities
• Use case presentation to client with problem statements, process issues and recommended challenges, including supporting artifacts, on time and with high quality
• Recent Projects – Improving the card Authorization rate by 1.8%

• Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
• Enabled data-driven decision making with advanced analytics tools like Celonis, QPR, generating valuable insights to the current projects
• Deliver Assessments on end-to-end Business projects to identify/ discover potential opportunities
• Analyzed data to identify root causes of problems and recommend corrective actions.
• Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
• Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
• Fostered culture of continuous improvement by leading regular review sessions to identify and implement process enhancements.

• Manage day-to-day operations to ensure the team consistently deliver on productivity and quality within the agreed SLA frameworks
• Responsibility involves quality calls, training calls, and SLA breach calls with the client.
• Enhanced customer satisfaction by addressing concerns promptly and providing appropriate solutions, ensuring daily SLA/SLOs are met
• Implementation of robust MIS reports and daily dashboards for internal and external reporting purposes.
• Responsible for staff performance by communicating job expectations, Monitoring performances, performing appraisals and providing feedbacks
• Assist in recruiting, selecting, orienting and training employees and identify the need of refresher training among employees when and where required.
• Traveled to US as part of successful F&A Credit and Collections transition and helped team in estimating staffs, drawing competency and job description for the new team. Instrumental in preparing KPI’s for the team.
• Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
• Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
• Green Belt certification for reducing 30 days in Cycle Time on New Employee Onboarding, through implementation of process improvement projects that focuses on eliminating non value steps
• 
  

• Oversee daily operations to ensure the Payment Processing Center team consistently meets productivity and quality goals within established SLA frameworks.
• Manage critical calls, including quality reviews, training discussions, and SLA breach resolutions with clients, ensuring compliance and operational efficiency.
• Enhance customer satisfaction by swiftly addressing payment processing concerns, offering tailored solutions, and maintaining daily SLA/SLO targets.
• Implement robust MIS reports and dynamic dashboards to provide real-time internal and external reporting, offering insights into transaction success rates, payment authorization trends, and risk mitigation efforts.mes.

• Managed a team of 12 members engaged with invoicing, collection of outstanding dues and payment posting activities for logistic business
• Develop and implement collection strategies to seamless collection of cash and to ensure that collection efforts will result in attaining DSO and delinquency goals for US $60 M portfolio.
• Meeting SLA requirements by rigorous Account Reviews, monitoring live calls and providing real time feedback
• Reduced DSO from 60+ days to 47 days and over 90 days from 9% to 7% of the total Receivables
• Generated comprehensive reports for management review, highlighting key performance indicators related to accounts receivable activities.
• Improved cash flow by streamlining the accounts receivable process and implementing efficient collection strategies.
• Increased team productivity by training new hires in accounts receivable procedures and software applications.

• Managed delinquent account collections by chasing Customers for payments via outbound/ inbound calls and Skip Tracing
• Coordinating with Field Executives to visit Customer’s location and collect the payments
• Handled Quality analyst role for team of 5 members and ensured quality transactions by providing day to day trainings as and when needed.
• Handling Walk in Customers and solving their queries.