Sanjeev Divakar
Gachibowli
Summary
Dynamic Senior Program Manager with extensive experience at Techneplus, adept at driving robotic process automation projects and enhancing operational efficiencies. Proven track record in client servicing and stakeholder management, achieving significant process improvements through Six Sigma methodologies. Skilled in financial analysis and committed to fostering team performance and development.
Overview
22
22
years of professional experience
Work History
Senior Program Manager
Techneplus software solutions
10.2021 - 01.2024
- Managed and delivered 25 end to end Robotic process automation projects in a phased manner through Automation Anywhere for Avery Dennison client over the span of 24 months
- Streamlining the process of extracting data from invoices, matching invoices with purchase orders, and processing payments
- Overseeing and managing Feasibility study, Project charter, Project plan development, Risk management planning, Solution design, process design, Development, Testing, Training, Migration plan, Go-Live and Post implementation support
- Establishing and maintaining a governance framework that supports informed decision-making, accountability, and oversight to all the stakeholders
- Acting as the main point of communication between stakeholders (which includes senior management, clients, project teams and third-party vendors) and the program team
- Managing expectations through clear and consistent communication regarding program goals, progress, and changes
Director - Business development
Servsys
12.2019 - 09.2021
- Set up a new site at Hyderabad focussing on US-based IT staffing, specializing in contract, direct placement and projectbased staffing
- Market research and strategy development to identify new business opportunities, emerging trends in the IT staffing industry and understanding the competitive landscapes
- Client Acquisition and Relationship Management - Identifying potential clients in need of IT staffing services through various channels such as social media platforms, cold calling, and referrals
- Working closely with the recruitment team to communicate client needs, preferences, and timelines
- Providing input on the types of candidates that are in high demand and advising on recruitment strategies to ensure a pool of qualified candidates is available as per requirement
- Reporting and Analytics - Monitoring and reporting on the effectiveness of business development strategies to stakeholders
Assistant General Manager - Provider Healthcare
HINDUJA GLOBAL SOLUTIONS (HGS)
09.2017 - 07.2019
- Managing a team of 400+ personnel in 2 locations (Hyderabad & Bangalore) which includes 2 Senior Managers, 4 Managers, 8 Assistant Managers & 18 Team Leads
- Processes Managed - Unbillable, DX translations, Cash posting, order entry & AR for one of the leading Laboratories in the US
- Revenue and profitability goals achieved as per the performance target 29%
- Improved overall performance of the process by meeting SLA's from the 4th month of operations
- Identified and implemented automation opportunities with the help of Automation anywhere which helped realise benefits worth 84k
- Enhanced process metrics & drive improvement through macro automations, lean & six sigma
Deputy General Manager - Payer Enrolment (Healthcare)
COGNIZANT
11.2014 - 08.2017
- Managing a team of 250+ personnel which includes 2 Service Delivery Managers, 4 Managers & 12 Team Leads
- Processes Managed - Case install, Enrolment and Billing
- Revenue and profitability goals achieved as per the performance target 47%
- SLAs met @ 98% for the year 2015 and 99.5% in 2016 with retention% @ 84% and 89% respectively
- Communicate with the customer on a regular basis to discuss operational issues and Critical to Quality (CTQ) delivery and to build rapport with the customer. Monthly/Quarterly Business reviews with the client
- Enhanced process metrics & drive improvement through macro automations, lean & six sigma
- Received People's Champion Award for the year 2015
Senior Manager - Order to Cash (Healthcare)
GENPACT
03.2002 - 11.2014
- Handling a team of 95 personnel which includes 2 Managers & 6 Management Trainees / Assistant Managers
- Processes Managed - Payment posting, Billing, Insurance & Patient collections and Third party audits
- SLAs met @ 98% from the time the process has gone live
- Maintained an attrition rate of 6% & 16% for FY 2012& 2013 along with reduction of Bench% from 30% to 0%
- Received Diamond award for significant contribution for the year 2012 from the CEO - NV Tiger Tyagarajan
- Responsible for conducting performance reviews on weekly, monthly & quarterly basis with the aligned stakeholders for monitoring the agents, team & portfolio performance
Project Manager Skip Strategy
GENPACT
03.2002 - 11.2014
- End to end Global vendor management from selection, strategy, on boarding, performance management and off boarding
- Spearheaded projects responsibilities and gained hands on experience in driving the projects to enhance the process efficiencies and reduce skip losses through quick hits.
- Implemented the strategy as laid down by the management to attain the business objectives.
- Worked closely with the Analytics Team to work on process improvements, initiatives and projects for all Skip sites (Hyderabad, Barbados, Manila & Guatemala).
- Developed opportunities within operations and utilised Lean Concepts, Design of Experiment & Champ-Challenger Test to enhance process metrics & drive improvement.
- Conducted constant audits to the backend process to ensure smooth running of operations.
Management Trainee / Assistant Manager - Operations (Skip Collections)
GENPACT
03.2002 - 11.2005
- Handled the Skip team with an average span of 30 employees.
- Implemented the dialer based strategies to attain the business objective along with GB Certification for improving Dialler locates per hour with 0.74 MM BI.
- Managed three bridge batches with a quick learning curve of 3 weeks & delivered the best in class performance in the subgroup.
- Ensured 100% & timely closure of appraisals, one-o-one discussions as well as ascertained 100% deliverance on the IPM's (Internal Process Metrics) by timely & regular call monitoring & feedback.
- Contributed in winning the Best Team Award in the Customer Reward Programme on cumulative performance from Aug'07 - Dec'07.
- Recognised with the People's Manager Award for Q1 Attrition 2008.
- Represented the Hyderabad Site during Knowledge Exchange Programme, conducted at Canton, USA in Aug'09.
- Distinction of being recognised with the 'Star Performer of the Year' for showcasing outstanding performance in the year 2008 & 2009.
Process Associate / Process Developer (Skip Collections)
GENPACT
03.2002 - 11.2005
- Conducted the process trainings for new joiners and managed the bridge teams as an SME.
- Managed the reporting of BPMS and weekly Dashboards Skip-Collections Process.
- Credited with the 'Outstanding Performance Award' from Michael Lawson RCF Outsourcing Leader in Sept'05.
- Credited as the Top Performer for the year 2003 Award, presented by Robert DiGennaro - SVP Consumer Collections & Recovery.
Education
Certification in Quality Green Belt -
Genpact
Hyderabad, India01.2009
Bachelors of Commerce -
Osmania University
Hyderabad, India01.2000
M.P.C -
N.S.K.K Junior college
Hyderabad, India01.1997
S.S.C -
St. Alphonsas High school
Hyderabad, India01.1995
Skills
- Global operations and strategy management
- Vendor management and analysis
- Client servicing and stakeholder management
- Robotic process automation
- Six Sigma and continuous improvement projects
- Audits and internal controls
- Governance and compliance
- Solution and process transition
- Financial analysis and budget management
- Quality assurance
- People and performance management
- Training and development
- Talent acquisition
Awards Recognitions
- 2015, People's Champion Award
- 2012, Diamond Award
- 2009, Star Performer of the Year
- 2008, People's Manager Award
- 2007, Best Team Award
- 2005, Outstanding Performance Award
- 2003, Top Performer of the Year
Education Certifications
- 2009, Certification in Quality Green Belt, Genpact, India
- 2000, Bachelors of Commerce, Osmania University, Hyderabad, India
- 1997, M.P.C, N.S.K.K Junior college, Hyderabad, India
- 1995, S.S.C, St. Alphonsas High school, Hyderabad, India
Projects Worked
- Six Sigma Green Belt project - Improving Dialler locates per hour with 0.74 MM BI
- Project Management of CSkip application - Front end design, testing and implementation of the tool thereby increasing the overall productivity by 20% and have stronger controls on compliance
- Value stream mapping - Identify and automate manual touch points through Robotic process automation (Tool - Automation Anywhere) to increase the overall productivity - Implemented on payment posting, Order entry, Enrolment and Accounts receivable process (identifying the claim status of an account through web scraper)
- Skip tracing Paid tool efficacy Analysis through design of experiment
- Robotic process automation - Streamlining the process of extracting data from invoices, matching invoices with purchase orders, and processing payments
Processes Managed
- BFSI - Skip tracking, PLCC Collections, Vendor management and outsourcing
- Healthcare (Payer membership) - Enrolment, billing and Case install
- Order to Cash - Healthcare (Provider) - Payment posting, Billing, AR-Accounts, Third party audits, Unbillable, Order entry, Dx translations
- US IT Staffing - Direct placement, Contract based staffing & Project based staffing
- Robotic process automation - Automation Anywhere tool used for all the projects
Timeline
Senior Program Manager
Techneplus software solutions
10.2021 - 01.2024
Director - Business development
Servsys
12.2019 - 09.2021
Assistant General Manager - Provider Healthcare
HINDUJA GLOBAL SOLUTIONS (HGS)
09.2017 - 07.2019
Deputy General Manager - Payer Enrolment (Healthcare)
COGNIZANT
11.2014 - 08.2017
Senior Manager - Order to Cash (Healthcare)
GENPACT
03.2002 - 11.2014
Project Manager Skip Strategy
GENPACT
03.2002 - 11.2014
Management Trainee / Assistant Manager - Operations (Skip Collections)
GENPACT
03.2002 - 11.2005
Process Associate / Process Developer (Skip Collections)
GENPACT
03.2002 - 11.2005
Certification in Quality Green Belt -
Genpact
Bachelors of Commerce -
Osmania University
M.P.C -
N.S.K.K Junior college
S.S.C -
St. Alphonsas High school
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