Hi, I’m
Sanjay B
PTP Service Delivery Manager I Business Transformation
Hyderabad,Telangana
Summary
Service Delivery Manager with 18 years of experience in PTP Service Delivery managing clients in Retail, Health & Hygiene, Aerospace & FMCG segment. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change and attain organizational goal.
Overview
18
years of professional experience
3
Certificates
Work History
Genpact
PTP Service Delivery Manager
03.2017 - 07.2024
Job overview
- Managed span of 80 FTEs(IP,VMD,Helpdesk)
- Ensure to meet all agreed SLA/KPIs as per contractual agreement
- Improved invoice processing & accuracy by addressing client concerns and professionally resulting reduced escalation.
- Weekly & Monthly Governance Review with Client.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes controls and SOP.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements(100% Lean Trained & Tested)
- Reduced bench resources by 10% through optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Developed comprehensive Power BI reporting systems that tracked service delivery progress transparently and efficiently.
- Developed refresher training programs to enhance employee skills and boost overall productivity levels.
- Coordinated new hire recruitment, training and development.
- Contributed to internal and external account reviews.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships.
Capgemini
Asst Operations Manager
02.2012 - 03.2017
Job overview
- Managed span of 20 FTE in AP Team
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Enhanced team productivity by streamlining operational processes.
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
Genpact
Asst Manager
12.2009 - 02.2012
Job overview
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
Hewlett Packard Enterprise
Business Planning Analyst
07.2006 - 12.2009
Job overview
- Invoice Processing, Emergency Payments, Discrepancy Mgt.
- Handle Critical/Complex issues from customer.
Education
IBMR, PunePune
PGDBM from Marketing
04.2001
Oxford College, BangaloreBengaluru, India
BBA from Marketing
04.2001
Skills
Service Level Agreement Management
Client Relationship Management
Performance Improvement
Customer Satisfaction(CSAT/NPS)
Project Implementation
Risk Mitigation
Operations Support
Quality monitoring
Workload Management
Business Transformation
Training and coaching
Proficient in SAP, Oracle, Optiva
Accomplishments
- Implemented PTP Dashboard (Power BI) to provide better process insights to Leadership & Stakeholders.
- Introduction of AIML in Helpdesk Process resulted in better Customer Experience & Vendor Sentiment Analysis.
- Implementation of DAT Tool to identify & prevent potential Duplicate Payment.
- Reduction of GRIR variation from $5.4 MN to $2.3 MN
- Implemented Weekly Refresher Training program that resulted in ~20% increase in agent productivity.
- Improved NPS/CSAT score from 6 rating to 9.
- Received GOLD Award in 2020, 2021 & 2022.
Certification
Lean Six Sigma Green Belt
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lean Six Sigma Green Belt
02-2024
Effective Proposal Writing (BID Mgt./RFP)
05-2021
Certified Procurement Manager
07-2020
PTP Service Delivery Manager
Genpact
03.2017 - 07.2024
Asst Operations Manager
Capgemini
02.2012 - 03.2017
Asst Manager
Genpact
12.2009 - 02.2012
Business Planning Analyst
Hewlett Packard Enterprise
07.2006 - 12.2009
IBMR, Pune
PGDBM from Marketing
04.2001
Oxford College, Bangalore
BBA from Marketing
04.2001