Hi, I’m
Sandeep Kumar Mandal
Assistant Manager Operations
Kolkata,WB
Summary
Dedicated and results-driven Assistant Manager with 14 years of extensive experience in Order to Cash processes. Proven expertise in managing client billing, reconciliations, budget optimization, and project execution across diverse organizational initiatives. Adept at leading and motivating teams to consistently achieve and exceed organizational objectives.
Overview
14
years of professional experience
9
years of post-secondary education
3
Certifications
3
Languages
Work History
Genpact India Private Ltd
Assistant Manager (Operations)
12.2022 - 01.2025
Job overview
- Oversee daily operations of the collection team, ensuring alignment with organizational goals and targets.
- Manage, mentor, and evaluate team leads and collection agents to maximize team productivity and efficiency.
- Develop and implement effective collection strategies to improve recovery rates and reduce delinquency.
- Monitor compliance with company policies, legal regulations, and ethical standards within the collections process.
- Analyze collection data and reports to identify trends, risks, and opportunities for process improvement.
- Collaborate with senior management to set team goals, budgets, and performance metrics.
- Handle escalated and complex customer disputes, ensuring resolution while maintaining positive relationships.
- Coordinate cross-departmental initiatives involving finance, sales, legal, and customer service to optimize collections.
- Prepare and present regular performance and progress reports to senior leadership.
- Lead training programs and workshops to enhance skills and knowledge within the collections team.
Genpact India Private Ltd
Management Trainee (Operations)
10.2019 - 11.2022
Job overview
- Train, mentor, and coach new and existing team members to improve skills and enhance performance.
- Monitor daily collection activities, ensuring adherence to company policies and regulatory compliance.
- Analyze outstanding accounts and prioritize collection efforts based on risk and aging of debts.
- Handle escalated customer cases, negotiating repayment plans and resolving disputes professionally.
- Generate and review performance reports to track team progress and identify areas for improvement.
- Collaborate with finance, sales, and customer service departments to resolve issues impacting collections.
- Implement process improvements to optimize collection strategies and reduce delinquency rates.
- Maintain accurate records of collection efforts and customer interactions using CRM systems.
- Foster a positive and motivated team environment to drive productivity and achieve organizational goals.
Genpact India Private Ltd
Senior Quality Analyst
05.2015 - 11.2019
Job overview
- Conducted quality assurance evaluations on customer service calls, chats, and emails to ensure adherence to quality standards.
- Analyzed and identified trends and areas of improvement and provided valuable feedback to management.
- Conducted training sessions for new hires and provided coaching to existing employees to ensure quality standards are met.
- Conducted regular calibration sessions with stakeholders to ensure consistency in evaluations.
VISPIL
Junior Analyst
05.2011 - 01.2015
Job overview
- Responding promptly and efficiently to customer inquiries via chat, email, and call, and providing accurate and helpful information to resolve customer queries.
- Maintaining detailed and accurate records of customer interactions and feedback, and ensuring that customer records are up-to-date and accessible to other teams, if necessary.
- Continuously improving customer service quality by identifying areas for improvement, providing feedback to the team, and collaborating with cross-functional teams to enhance the customer experience.
- Achievements:
- Streamlined reporting processes by automating repetitive tasks using Excel macros, resulting in a 30% efficiency improvement.
- Successfully consolidated essential business intelligence reports, saving approximately six hours per week previously dedicated to manual data processing.
- Improved query response time by 50% through database optimization techniques, enabling more efficient data retrieval for reporting and analysis.
- Developed and implemented a machine learning regression model to predict employee salaries, achieving 85% accuracy based on relevant features.
Education
NCHMCT
Bachelor Degree
04.2001 - 01.2010
Skills
Financial Analysis & Budgeting
Accounts Receivable & Payable
Order to Cash (O2C) Management
Client Billing & Reconciliation
Process Improvement & Automation
SAP Power BI Advanced Excel
Regulatory Compliance & Risk Mitigation
Team Leadership & Mentoring
Cross-functional Collaboration
KPI Tracking & Performance Reporting
Certification
License to Manage Genome (2022)
Interests
Puzzles, Problem-solving, Tech Learning
Timeline
Assistant Manager (Operations)
Genpact India Private Ltd
12.2022 - 01.2025
Management Trainee (Operations)
Genpact India Private Ltd
10.2019 - 11.2022
Senior Quality Analyst
Genpact India Private Ltd
05.2015 - 11.2019
Junior Analyst
VISPIL
05.2011 - 01.2015
NCHMCT
Bachelor Degree
04.2001 - 01.2010
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Intermediate (B1)
Marathi
Intermediate (B1)