Hi, I’m
Rajiv Nirmal
New Delhi
Summary
Dynamic Service Delivery Lead with a proven track record at Genpact India Limited, excelling in project management and stakeholder engagement. Enhanced dispute resolution efficiency by 7% through process optimization and AI tools. Skilled in training and leadership, I drive team performance and implement best practices for operational excellence.
Overview
14
years of professional experience
1
Certification
Work History
Genpact India Limited
Service Delivery Lead
07.2019 - Current
Job overview
- Directed specialists in resolving warehouse disputes, handling supplier settlements, and managing carrier tickets for a global retail leader efficiently.
- Strengthened stakeholder relationships with warehouse personnel, logistics coordinators, and vendors for smoother dispute handling.
- Optimized processes, resulting in a 7% increase in dispute resolution efficiency.
- Applied AI tools coupled with data analysis to discover and mitigate widespread contention trends, leading to a 5% drop in repetitive problems.
- Prepared reports to monitor KPIs related to the dispute resolution process.
- Implemented best practices through partnership with diverse teams.
- Handled escalations, offering guidance on complex disputes.
Fiserv
Sr. Executive
10.2018 - 07.2019
Job overview
- Conducted daily payment processing for US and Canadian regions.
- Ensured accuracy of invoices prior to payment approval.
- Teamed with various groups to evaluate payment processes.
- Delivered daily quality reports to enhance team performance.
- Resolved vendor and team inquiries through dedicated payment mailbox.
Accenture Solution Pvt. Ltd
Subject Matter Expert
12.2014 - 10.2018
Job overview
- Executed comprehensive audits on employee trip accounts through SAP.
- Processed complex PO and Non-PO invoices through SAP.
- Worked with the query resolution team addressing customer inquiries.
- Documented comprehensive 'Standard Operating Procedure'.
- Investigated blocked invoices, GRIR, and queries to find resolutions.
- Conducted training sessions for new users on P2P process.
Genpact India Limited
Process Developer
02.2011 - 12.2014
Job overview
- Achieved timely project completion, ensuring strong client relationships.
- Created detailed financial documents to aid in strategic planning.
- Generated detailed reports and presented MIS data to higher management.
- Designed Excel templates and macros to automate processes.
- Conducted review and processing of check requests.
- Performed reconciliation of vendor statements to ensure accuracy.
- Trained new members on P2P process.
- Regularly reviewed and revised standard operating procedures to meet current needs.
Education
Rajasthan University Jaipur, Rajasthan
Post-Graduate Certificate from Master in Finance and Control
03.2012
University Overview
- [Degree] Post Graduate (Passinf Year - 2012)
Commerce College Jaipur, Rajasthan
Bachelor Of Commerce from Accounting And Finance
03.2010
University Overview
- [Degree] Graduate (Passing Year - 2010)
Skills
- Project Management
- Time management
- Training planning and delivery
- Leadership skills
Languages
English
Proficient
C2
Hindi
Proficient
C2
Certification
- Yello Belt
Personal Information
Education
other,other
Technical skills
- SAP, S4 HANA
- MS Office
- Power BI
- Lean Six Sigma
- Oracle
Timeline
Service Delivery Lead
Genpact India Limited
07.2019 - Current
Sr. Executive
Fiserv
10.2018 - 07.2019
Subject Matter Expert
Accenture Solution Pvt. Ltd
12.2014 - 10.2018
Process Developer
Genpact India Limited
02.2011 - 12.2014
Rajasthan University
Post-Graduate Certificate from Master in Finance and Control
Commerce College
Bachelor Of Commerce from Accounting And Finance
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