SAMUEL ARUN KUMAR
Service Delivery Manager
Bengaluru
Summary
An accomplished professional with over 24+ years of experience in Finance operations, shared services, Transition & Project Management, specializing in delivering digital Business Process Services (BPS) in Finance & Accounting (F&A) to facilitate clients Finance and Digital Transformation journeys. Expertise encompasses client relationship management, process consulting, robotics, people management and process reengineering. With strong communication, leadership, and problem-solving abilities.
Overview
25
25
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Senior Transformation Manager
DXC Technology
04.2022 - Current
- Establishing strong relationships with key stakeholders to ensure alignment of objectives and seamless execution of projects.
- Enabling culture of continuous improvement by fostering environment where employees feel empowered to suggest and implement innovative solutions.
- Developing innovative solutions with focus on digital transformation, driving business growth and efficiency.
Account Delivery Lead
DXC Technology
Bengaluru
04.2017 - 03.2022
- Spearheaded process optimization initiatives that streamlined operations, resulting in notable cost reductions.
- Over $0.5M savings from BOT posting achieved
- Kept abreast of industry trends and best practices within outsourcing management sphere to inform strategic decisions.
- Maintained strict adherence to contractual obligations and service level agreements, upholding high standards of compliance.
- Delivered exceptional business analytics and decision support, contributing to world-class business strategies.
- Drove continuous improvement efforts, focusing on standardization, process simplification, and cycle time reduction, to enhance operational excellence.
- Enhanced Global standardization from over 60% to 82% overall
Source to Pay Lead
Hewlett Packard Enterprise
Bengaluru
01.2010 - 04.2017
- Spearheaded Global Hub and Spoke project, effectively transitioning operations for over 70 countries worldwide.
- Initiated and led standardization projects that eradicated non-standard processes, thereby enhancing productivity and facilitating cross-training opportunities.
- Achieved more than 35% improvement in On-Time Payment metrics, directly impacting operational efficiency.
- Directed Payment Harmonization project, which significantly optimized working capital by over $1.7 million.
- Deployed Quality Control tools that enabled team to effectively identify and rectify duplicate transactions and invoice posting errors.
- Developed and implemented Alert Dashboard for monitoring crucial and critical vendor payments, enhancing financial operations.
- Honored at Parasparam 2016 program for outstanding leadership and success in driving significant projects.
Assistant Manager
Hewlett Packard Enterprise
Bengaluru
08.2007 - 01.2010
- Played pivotal role in achieving cost savings through headcount reduction, optimizing PA/SPA ratio, and enhancing seat-sharing strategies.
- Drove YoY 10% operational improvements by increasing efficiency, maximizing capacity utilization, and effectively managing service level agreements (SLAs).
- Accountable for timely delivery of SLAs, maintaining current process documentation to uphold quality standards.
- Ensured strict compliance with data privacy standards and fostered culture of integration and teamwork.
Indirect Procurement - Team Lead
Hewlett Packard Enterprise
Bengaluru
07.2003 - 08.2007
- Managed Indirect Procurement team, overseeing Smartbuy, Internal Orders, and E-Victor processes, ensuring efficient operations.
- Led successful transition of Level II support from Roseville, California, to our team, streamlining support functions.
- Played key role in onboarding and training new team members, contributing to their rapid acclimatization and productivity.
- Recognized top performer awards on multiple occasions, reflecting consistent excellence in performance and contributions.
- Earned numerous Bronze awards and prestigious Silver award for outstanding performance, underscoring commitment to excellence and achievement.
Customer Service Representative
HSBC - Electronic Data Processing India Pvt Ltd
Bengaluru
12.2002 - 07.2003
- Served in the global voice authorization center for HSBC Merchants, handling sensitive banking data and authorizing transactions for merchants worldwide.
- Ensured accurate entry of critical banking details and granted approvals to merchants based on rigorous protocols.
- Consistently met key performance indicators, including call volume, response times, and customer satisfaction metrics.
- Addressed and resolved customer complaints and issues through thorough investigation and implementation of effective solutions, enhancing customer trust and loyalty.
Customer Relationship Executive
Immaculate Interactions (India) Ltd
06.2002 - 12.2002
Jr.Supervisor - Service
Kalyani Sharp India Ltd
08.1999 - 06.2002
Education
MBA -
Deakin University
Melbourne 03.2024 - 04.2024
PG Advance General Management Program -
IMT Ghaziabad
Delhi, NCR 03.2023 - 02.2024
Higher Diploma in Software Engineering -
Aptech Computer Education
Bangalore 06.1998 - 06.1999
Bachelor of Commerce -
CHRIST COLLEGE
Bangalore 04.1995 - 04.1998
Skills
Skilled in optimizing service operations to deliver superior quality services, with keen focus on identifying and implementing improvements to boost customer satisfaction
Well-versed in risk management practices, compliance protocols, ensuring adherence to industry standards
Accomplishments
- Successfully transitioned over 74 countries from six client shared service centers. Involved in the implementation of the Global Hub and Spoke model for the client
- Lead the implementation of OCR/Digitization Platform project for the client. Program to digitize manual invoices and ensured E2E touchless processing with a combination of OCR and RPA technology.
- Partnered with Tradeshift to build and manage the Invoicing Platform for the client (SaaS solution)
- Lead the Hackett Benchmarking exercise across the accounts
Timeline
MBA -
Deakin University
03.2024 - 04.2024
PG Advance General Management Program -
IMT Ghaziabad
03.2023 - 02.2024
Senior Transformation Manager
DXC Technology
04.2022 - Current
Account Delivery Lead
DXC Technology
04.2017 - 03.2022
Source to Pay Lead
Hewlett Packard Enterprise
01.2010 - 04.2017
Assistant Manager
Hewlett Packard Enterprise
08.2007 - 01.2010
Indirect Procurement - Team Lead
Hewlett Packard Enterprise
07.2003 - 08.2007
Customer Service Representative
HSBC - Electronic Data Processing India Pvt Ltd
12.2002 - 07.2003
Customer Relationship Executive
Immaculate Interactions (India) Ltd
06.2002 - 12.2002
Jr.Supervisor - Service
Kalyani Sharp India Ltd
08.1999 - 06.2002
Higher Diploma in Software Engineering -
Aptech Computer Education
06.1998 - 06.1999
Bachelor of Commerce -
CHRIST COLLEGE
04.1995 - 04.1998