Ranjeet Kumar
Ghaziabad
Summary
Result-oriented professional with over 13 years of Experience in Operations Management (Accounts payable and Order to cash), Customer service, Team Leadership & Development. Highly analytical and detail-oriented, with strong decision-making skills. Excel in translating strategy into operational reality through breaking business goals or initiatives into key tasks and identifying accountabilities.
Overview
15
15
years of professional experience
Work History
Lead Assistant Manager
EXL Service
Noida
07.2021 - 02.2024
- Successfully transitioned Accounts payable process from a US based client
- Effectively managed a team by recruiting, developing, setting priorities and providing clear direction to the employees, address performance issues and make recommendations for personnel actions
- Managed team of 38 employees including recruitment, hiring, training and daily workforce allocations
- Built and developed junior accounting team members into skilled professionals, working cohesively as a department to maintain high quality work
- Developed key performance indicators (KPIs) to monitor team productivity and accuracy
- Instrumental in supporting the company's rapid growth and expansion, including managing the processing of up to 50,000 invoices per week
- Oversaw department activities and prioritized work through appropriate action plans
- Set up an Invoice review process for documentation and approvals prior to payments
- Managed vendor inquiries and reconciled statements, ensuring timely dispute resolution
- Implemented data analytics tools for invoice review, resulting in a 20% reduction in payment errors
- Preparation of Weekly Status Report, consolidation of weekly hours and downtime, preparation of deck for biweekly client meeting.
Assistant Manager
EXL Service
Noida
03.2015 - 06.2021
- Handling a team of 20 to 25 professionals entailing Team members & SMEs
- Define KPI’s, evaluate actual performance, record variance and ensure that gaps in performance or quality are swiftly identified and addressed
- Leading weekly and monthly performance reviews with client
- Preparing performance evaluation & reward & recognition plan to drive performance and Monthly incentive and overtime calculation
- Efficiently liaison with various departments including Quality, Training & Development and Recruitment
- Preparation of Weekly Status Report, consolidation of weekly hours and downtime, preparation of deck for biweekly client meeting
- Supervising Operations management and communication involving addressing conflicts and performance concerns and resolving them within the specified Turnaround Time
- Reporting of issues to higher management immediately depending on the risk involved and impact to business
- Working in co-ordination with the management to complete compliance audits successfully
- Present periodic Scorecards & Dashboards on the current program, future opportunities and client issues
- Create work flows; develop communication plans for all levels in Organization and SOP’s, training plan, pilot plan, etc
- Conducting TNI related activities for new hires and BAU population and preparing team development plans
- Analyzing reports related to process improvement and team performance.
Quality Compliance Analyst
EXL Service
Noida
12.2011 - 03.2015
- Responsibility of reporting (Daily & Monthly basis) of per agent to operations head and Client of the process
- To manage & implement corrective and preventive actions in the team by doing Performance analysis, Gap Identification using tools like Pareto, BQM, and RCA
- To prepare various Reports & Presentation related to Process-Accuracy, ops performance, Sampling data, Process data & Escalations on Weekly & Monthly basis
- To handle escalations & interact with clients, whenever require at the level of supervisors
- To participate in calibration exercises, Performance analysis, Gap Identification and opportunity for process improvements
- To analysis root cause of pain area in the process and implementation of control mechanism to sustain the corrective action plan
- To work in Black/Green Belt projects as team member
- Taking Quality session of agents
- Supervision of On Job Training agents and discuss their performance with the Team Leader and Trainer
- Conducting various sessions (One–O-One) AIM session and mile stone session) on Monthly basis in the presence of Team Leaders and AM’s to discuss agent’s area of improvement and to promote their strengths in order to generate the business for the company.
Customer Care Executive
EXL Service
Noida
05.2010 - 12.2011
- To audit the completed transaction on daily basis
- To identify errors updated not as per the original documents
- To issue corrections in the system once error is identified
- To leave comments once the correction is issued
- To inform major errors to the supervisor and escalate the same to onshore team
- Participate in process related calls and clear individual doubts.
Sales Officer
Parth Infosystems
10.2008 - 05.2010
- To develop the business of the organization through addition of new customer
- To prepare initial proposals
- Preparation of monthly reports and MIS
- Design the Strategy to achieve targets and based upon the strategy work smartly to achieve targets.
Education
Bachelor of Science - Chemistry
Magadh University
Gaya01-2003
12th - Science
CBSE
Gaya01-1998
Skills
- Operations Management
- Effective Leadership
- Team Management
- Recruiting and interviewing
- Workload Management
- Customer Relations
Rewards
- Awarded star performer for outstanding performance in the year 2011
- Recognized for motivating the team to put most number of ideas for 2013
- Awarded as PE champ for Q2 2015 and Q1 2016
Technologies
Proficient in MS Word, MS Excel & Power point
Strengths
Good verbal and written communication skills, Motivation skills, Analytical and Conceptual skills, Optimistic, Team Player, Self Confident, Punctual, Adaptable to any surrounding. Keenly interested in challenging assignment
Personal Information
Date of Birth : 13th September, 1981
Father’s Name : Mr. S. K. Singh
Gender : Male
Marital Status : Married
Passport : Valid from 2017 till 2037
Training
- QCA Certification trainings from ExlServices.com (I) Pvt. Ltd.
- Lean and Asset training
- Lean six Sigma Green Belt Training
Timeline
Lead Assistant Manager
EXL Service
07.2021 - 02.2024
Assistant Manager
EXL Service
03.2015 - 06.2021
Quality Compliance Analyst
EXL Service
12.2011 - 03.2015
Customer Care Executive
EXL Service
05.2010 - 12.2011
Sales Officer
Parth Infosystems
10.2008 - 05.2010
Bachelor of Science - Chemistry
Magadh University
12th - Science
CBSE
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