Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Work Availability
Timeline
Hi, I’m

Sanjay B

PTP Service Delivery Manager I Business Transformation
Hyderabad,Telangana
Sanjay B

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, Pune
Pune

PGDBM from Marketing
04.2001

Oxford College, Bangalore
Bengaluru, India

BBA from Marketing
04.2001

Skills

Service Level Agreement Management

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
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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

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Sanjay BPTP Service Delivery Manager I Business Transformation