Sahil Dhawan

• Managed end-to-end OTC billing processes, Created & Consolidate invoices, performed general administrative duties & maintained documentation adherence to SOX & Internal control.
• Analyzed contracts & Verifying vendor invoices and Purchase order to ensure consistency from contract & invoicing are in compliances with appropriate guidelines and regulations.
• Conducted internal QC audits to identify recurring process gaps and implemented corrective actions to improve compliance.
• Engaged team members in process improvement discussions, identifying opportunities to enhance efficiency and accuracy.
• Assisted inquiries from internal and external districts via email/calls, providing billing information and resolving discrepancies to ensure accurate invoicing within established deadlines
• Cross-trained with peers and provided backup support for fellow billing analysts.
• Contributed to the First Pass Yield (FPY) Team by sharing innovative ideas that reduced on-hold instances and improved processing efficiency.
• Proficient in multiple billing systems and portals, including Service Channel, Prism, Comigo, Amazon Payee, Coupa, Ariba, Sodexo, Oracle Cloud, Real, and One SMS Assist Suites.
• Participated in weekly SRR (Service Request Received/Closed) huddles and handled escalations with customers and onshore teams to resolve issues and improve client satisfaction.
• Collaborated on global and in-house projects to address upstream issues and enhance KPI/SLA performance.
• Partnered with the Dispute Management Team (DMT) to reduce disputes for top accounts by identifying trends, performing root cause analysis (RCA), and implementing corrective and preventive actions (CAPA).
• Represented the billing team as Subject Matter Expert (SME) in calls with internal stakeholders and external clients.
• Supported the GPO Quality Team by sharing insights and ensuring quality alignment across processes.
• Consistently achieved daily targets within TAT/SLA, processing an average of 700+ invoices per month.
• Managed over 100 customers, including critical Strategic Accounts, and successfully streamlined invoicing processes to improve accuracy and efficiency.

Key Projects

Project 1 - ACE to Service Channel Documentation

• Developed and implemented automation to streamline the transfer of Service Request (SR) documents from ACE to Service Channel, eliminating manual intervention by billers. Reduced risk of errors, improved accuracy, and saved significant manual effort, resulting in higher efficiency and productivity.

Project 2 - SR E2E Processing | Wave 2 | Services SR (National)

• Automated the end-to-end handling of Service Requests (SRs) to enhance process efficiency and accuracy.
• Achieved on-time processing of all SRs by deploying automation.
• Reduced processing time per item by 20%, contributing to improved turnaround and customer satisfaction.

Project 2 - Banco Santander Group- UK (GBFM)

• Handling contract management activities such as Revenue Reporting, Commercial Inventory Management, Third Party Contract Management, Query Management, MI reporting and Ad-Hoc reports.
• Working with different tools as CSS, Agent Desktop, Analyst Coverage. IBUY, Mark View, Inbound Gateway, Expedio and DOC 1.
• Responsible for raising Third Party PO in IBUY.
• Fetch the data from ERP. Prepare backup/backing sheet for raising invoice.
• Cost Analysis for Onebills like Rentals, Usage lines & Circuits Charges.
• Reporting (Trend Analysis, cost reconciliation, unbilled reporting).

Project 1 - Lyods Banking Group- UK (GBFM)

• Leading Order to cash Management cycle and governing end to end OTC process as per the required SOP's.
• Preparing Daily, Weekly and Monthly reports and ensuring that the SLA are met.
• Manage Financial forecasting, Revenue generation and billing analyst work for BTGS UK.
• Maintaining and reporting Cost Variance Analysis for Billing Team. Cost Validations and assurance.

• Collecting & maintaining vendors / Restaurant related data for all the vendors on Board.
• Trained the new joiners by conducting briefing of Automation, On Boarding, system tools, need of Vendor service and Mock Calls.
• Resulting set a benchmark of Highest Percentage of Automation of Restaurant i.e. 95% which resulted in 2x Revenue.
• Expanded new Business in Pune & Mumbai Location

• Sales & Marketing of various Fire Safety product in premises and provide services to customer.
• Supporting clients in solving their fire-safety related issues using our suitable products.
• Responsible for Market Research, Business Planning & Development for leads.