Sandhya Govindaraju

• Handling multiple international (US Visa Information Service Centre) and national accounts.

· Heading a 150+ member team, overseeing end-to-end BPO operations across multiple verticals

· Handling multiple LOB’s like voice and non-voice customer support for US clients

· Managed client relationships, ensuring SLA adherence and maintaining high customer satisfaction scores

· Spearheaded digital transformation initiatives, integrating AI and RPA to enhance workflow automation and efficiency

· Designed and implemented comprehensive training programs, improving agent productivity and service quality

· Collaborated with cross-functional teams to streamline processes and enhance the overall customer experience

· Working closely with Assistant Managers, Team Leaders, Quality Assurance, and Training Teams to drive operational excellence and employee productivity

· Successfully managed process acquisitions and expansions, contributing to business growth and improved client retention

· Provided strategic insights and process expertise to support the pre-sales team in business development efforts

· Oversaw budget planning and expense management (P&L), ensuring cost efficiency and optimal resource utilization

· Accountable for distributing monthly billing statements and ensuring prompt client payments through regular follow-ups

· Managed Master Service Agreements (MSAs) for all accounts, ensuring compliance and alignment with business objectives

• Process – Content Classification and Protect and Care (Facebook Content Review)

· Led a team of 21 associates, ensuring optimal performance and engagement.

· Managed key operational metrics, including productivity, accuracy, quality, average handling time (AHT), career development, attrition, and shrinkage.

· Conducted soft skills training to enhance communication and professional development.

· Oversaw workforce management, including queue monitoring and volume forecasting.

· Ensured adherence to service level agreements (SLAs) in alignment with organizational standards.

· Managed knowledge-sharing initiatives, including client updates, weekly refreshers, quality sessions, feedback forums, SOPs, a known error database, and FAQs.

· Served as the single point of contact (SPOC) for various reports, including weekly performance

• Job Includes: Invoice Processing and AP Help Desk Phone & Email Support
• Led a 50-member team overseeing AP operations and customer-vendor relations.
• Conducted soft skills and communication training for all team members.
• Ensured 100% SLA adherence and drove process improvements through Lean projects.
• Conducted regular performance reviews and client governance meetings.
• Achievements:
• Awarded Silver Star Award for stabilizing pilot customer service process.
• Implemented two Lean projects delivering measurable efficiency improvements

• Job Includes:

· Managed a team of 18 members, ensuring smooth and efficient operations.

· Gained in-depth knowledge of assigned applications and acted as a facilitator for process improvements.

· Conducted daily debrief meetings, ensuring effective resource planning and task allocation.

· Maintained optimal resource strength to support seamless operational workflow.

· Established and enforced quality standards aligned with US stakeholder expectations, driving quality initiatives and targets.

· Performed quality checkson team deliverables to ensure accuracy and compliance.

· Oversaw MIS reportingand ensured timely delivery of all process SLAs.

· Developed and maintained flowcharts, SOPs, and process change logs to document operational updates.

· Led process improvement initiatives, introducing innovative ideas and lean projects for efficiency gains

• Designation- Process Developer (GlaxoSmithKline US Accounts Payable)

Project Experience (Genpact)

• Project (1): Simplification Project

Conversion of paper invoices in to electronic invoicing. It is a joint effort from both OB10 and Genpact (GSK) for enrolling Vendors into OB10 to invoice electronically

Achievement

• Reduction of 14 FTE’s (fulltime employee’s)
• Awarded as the key performer for the month of September 2010
• Converted 90% of the Paper Invoicing Vendors into electronic Invoicing and 85% of check payments vendors to EFT’s

• Project (2): Discount Capture Project.

Its early payments project wherein we pay our agreed suppliers in advance to capture the discount on total Invoice amount.

Achievements

• Profit earned from this project was around 155000 GBP