SANTOSH MATHAD
Summary
Dynamic and results-driven finance leader with over 20+ years of experience in Transition Management, Global Billing Operations, Revenue Cycle Management, and process optimization. Proven track record in leading cross-functional teams to design and implement robust billing systems that enhance operational efficiency and maximize revenue recognition across multinational markets. Adept at leveraging data-driven insights, regulatory compliance, and strategic planning to support business growth and global expansion initiatives.
Overview
24
24
years of professional experience
Work History
Associate Director
Iron Mountain Services Pvt Ltd
05.2021 - Current
- As Transition Head Led 15+ global transitions across Order to Cash, Customer Care with zero business disruption, ensuring full regulatory and contractual compliance. Managed Transition Project Scope, Hiring, Training, Project Timelines, IT Access Enablement, risk assessments.
- Recently Managed 2 End-to-End Transitions – India Business comprising of Order to Cash, Cash Application, Collections and Customer Care to Vendor Partner for a Team size of 245+ FTE’s and NA Customer Care, Collections / APAC Customer Care and Collections to Vendor Partner in Manila for a Team size of 900+ FTE’s Business
- Led process due diligence & solution design, Effort estimation & FTE baselining for transition projects
- Managed multimillion-dollar transition budgets, delivering $2M+ in savings through cost optimization and operational efficiency initiatives.
- Developed secure data and knowledge transfer frameworks, achieving 100% compliance with audit, data-security, and governance requirements.
- Embedded automation, Agile, and continuous improvement practices, improving transition delivery efficiency by 20–30%.
- Contract negotiations and governed vendor-client relationships across global locations, ensuring seamless operational handshakes.
- Partnered with CXOs and senior leadership to align transition strategy, governance, and compliance deliverables with business objectives.
- Managed end-to-end transitions ensuring regulatory compliance, clear scope definition, and effective stakeholder communication.
- Implemented strong risk-mitigation frameworks, proactively resolving issues and increasing project success rates.
- Continuously evaluated project performance, managing risks and identifying improvement opportunities to ensure successful outcomes.
- As Global Billing Head, Led a team of 120+ Billing Analysts and Managers across 30+ countries to manage end-to-end Billing processes for $6.5B in annual revenue.
- Designed and implemented a centralized global billing framework, reducing invoice error rate and improved DSO
- Championed the implementation of Salesforce and Oracle ERP, streamlining billing cycles
- Partnered with Legal and Sales Ops to develop scalable Billing models for new product launches across multiple regions
- Developed training and QA programs that improved team accuracy and efficiency across Global Billing Operations.
- Collaborated with IT to build customized billing dashboards, improving real-time visibility into revenue and aging.
Senior Manager Finance
Analytics Quotient Services India Pvt Ltd
05.2018 - 05.2021
- Mentored and developed high-performing teams in multiple locations, focusing on operational excellence and continuous improvement.
- Designed and implemented key performance indicators (KPIs) to monitor process efficiency, enabling the team to meet or exceed service-level agreements (SLAs) increasing Billing Team accountability and reducing invoice backlog by 20%
- Worked closely with IT and finance departments to troubleshoot system challenges and develop custom solutions tailored to multinational billing requirements, Working on RPA solution for Invoice Web Submissions
- Forecast volumes and schedule for over 300+ agents across multiple channels (voice, email, and chat).
- Maintain real-time adherence to meet daily service level goals of 90%+ across queues.
- Collaborate with operations to manage shrinkage, training schedules, and PTO.
- Provide daily, weekly, and monthly performance and staffing reports to leadership.
- Managing Training Team responsible for role-specific and cross-functional training, Process Training, Foundational Training
- Developed and maintained detailed transition plans, governance frameworks, and weekly dashboards.
- Facilitated workshops, SOP documentation, and knowledge transfer sessions with SMEs.
- Reduced transition delays by 25% through early risk identification and agile mitigation planning
- Managing Internal Audit Team responsible for Quality Assurance and SOX Controls
- Heading Customer Database, Project Management, Revenue Assurance and Management, Billing, Collection and Cash Application Process
- Managing Billing, Collections, Cash Application, Dispute Handling, Timely and effective communication with internal departments (like sales, Operations, Credit teams) for issue resolution
- Work closely with Operations, Legal and Sales Operations to ensure proper compliance with revenue recognition rules and guidelines, Billing Procedures, Collections
- Review and approve revenue schedules, monthly/quarterly revenue transactions, reconciliation of accrued revenue and deferred revenue balances
- Prepare and review schedules for internal and external reporting and audit
- Monthly Reports on Revenue, Billing, Collection. Heading the Monthly DRM’s
- Managing Customer queries on Billing / Collections by liaising with Sales / Ops
- Lead, identify, participate and support process improvement initiatives to drive efficiency standardization and cost saving across the team
- Revenue Forecasting, Cash Forecasting, Identifying and plugging the Revenue Leakage
- Provide Senior Management with financial reporting information and operational support. Design, manage and execute certain key revenue controls
- Work with the regional business units and other stakeholders to increase global consistency, efficiency and more adoption of best practices across Revenue, Billing and Collection process
- Drive Internal, External and SOX Audit
Deputy Manager
Quest Global Services
07.2014 - 05.2018
- Managed a team size of 11 members, Heading Order to Cash, Collection, Cash Application, Customer Data Management, Project Management, Projects Review and Approval.
- Invoicing for critical customers and Integration for streamlining the process
- Identified customers risk through knowledge of customers and key understanding of the tools to work towards achieving the departmental goals of reduction in DSO, improve customer satisfaction and cost reduction
- Negotiated to collect balance in full or best possible arrangements for consumer and company. Identified, initiated and facilitated resolution of customer issues.
- Preparation of monthly Accounts Receivable aging reports for accounts over 90-days past due for the Controller's Aging Review meeting and Sales Report
- Project Management, MSA / SOW review, Partnering Account Managers / Project Leaders and Sales teams to expand opportunities with clients, PO review and validation
- Reduction of UBR (Unbilled Revenue), RAR (Revenue at risk), DSO
- Identifying Key Risk Areas and Mitigating, Automation, Process Re-Engineering
- Revenue Management, Provisions, External Audit
- Active member of VBU (Virtual Business Unit) Meeting, Project Leaders Forum, COE Meetings, FLM Forum, DRM Forum
- SLA Adherence, D-SAT, C-SAT, Functional Maturity, Change Management
- Resource planning, recruitment. training and other development plans for the teams, Weekly Team huddle, Team Appraisal, Work Allocation
- Driving IT Initiatives across the process, Standardizing the O2C process across the geographical regions and stabilize the process
- Maintain continuous alignment of process across geographies with strategic business objectives, and make recommendations to modify the process to enhance effectiveness towards the business result or strategic intent
- Managed day-to-day operations of different AP areas including PO and Non-PO invoice processing, Vendor Desk, Internal Client & Vendor Relations, and Payment Processing
- Hired, trained, and managed Account Payables Department. Conducted quarterly meeting to implement new efficient procedures and eliminate inefficient procedures.
- Negotiated payment terms with vendors/suppliers which extended due dates and avoided finance charges
- Efficiently maintained processing of accounts payable transactions. Monitored company accounts to ensure payments up to date, and resolved bill discrepancies
- Served as liaison for the accounts payable department in providing resolution to invoice disputes.
- Ensured compliance with company travel/expense policy, instrumental in implementing new portal for expense booking for internal stakeholders
- Transition Expertise – Onshore Visit
- Successfully transitioned end to end O2C (Order to Cash) process
- Preparation of AS-IS and TO-BE model
- Prepared and implemented workflow solution for current procedures
- Negotiated with customer for overdue settlement and successfully closed the assignment which was recognized by Management
Team Lead
Symphony Teleca Corporation
08.2012 - 07.2014
- As part of Management team, Serve as team lead heading a team of 5 members for the Order Management work stream with ownership of Invoicing, Order Management, Execution, Credits & Collections, Query resolution, Reviewing risks & issues, Root cause analysis, Client interaction, Weekly Status review calls, Month End review calls
- Interaction with team members, conducting team huddle, addressing process related concerns, team motivation and team building
- Provide the team with a vision of the project objectives, Motivate and inspire team members, Facilitate problem solving and collaboration, Team appraisal
- Handling License, Fixed Fee, T&M, T&E, Development and Maintenance invoices, Milestone Invoicing, Project Management, Quality check for deliverables
- Review of all types of Project creations, updating budgeted hours and amount
- Liaising with GL team for Cash Application process, Unapplied payments, Refunds to customers, Credit note closure, Handling of excess / short payments from customers
- Reconciliation of Expected Revenue versus Actual Revenue during month end
- Reporting of Customer wise Revenue Analysis, Review and Analysis of Revenue Accounts under Trial Balance
- Posting of Accruals, Deferred Revenue posting, Revenue Recognition and Revenue Share Calculation, AR aging report, creation of Bad Debt Provisions
- Concept-to-execution driver, with the capability to lead by example and effectively collaborate with all levels of professionals across the organization, to produce high-quality results
- Identifying process improvements and facilitating the same to be rolled over to the production thereby increasing the efficiency and decreasing the cost and time
- Standardization / Harmonization of the processes across all entities to bring in the unique way of functioning helping to bring in the change from traditional way
- Adept at directing and accomplishing simple to complex projects independently or as part of a team, while maintaining composure amidst fast-paced and high-pressure situations
- Monitoring and Review of day to day business for all deliverables to the client
- Monitoring and Review of SLA and TAT with client on monthly basis
- Preparation and implementation of workflow solution for transitioned activities
- Monitoring documentation and streamlining of O2C process, Version control of DTP’s, Change Log, Issue Log and Error Log
- Led parallel run and Go-Live activities of O2C for EU and non EU entities
- Preparation of Management reports like production report, aging report, process status report, weekly progress report etc.
- Transition Expertise – Onshore Visit
- Successfully transitioned end to end O2C (Order to Cash) process
- Preparation of AS-IS and TO-BE model
- Prepared and implemented workflow solution for current procedures
Team Lead
Xchanging Technology Services
05.2008 - 07.2012
- Handled team of 18 members managing Client Setup, Account Setup in Database, Invoicing, Collection, Cash Application
- Interaction with team members, conducting team huddle, addressing process related concerns, team motivation and team building
- Quality check for all deliverables
- Handled Wire transfers, refund procedures, Cash application etc.
- Query Management and resolution, periodic conference calls with onshore clients
- Monitoring / Conducting training activity for the new joinees in the Team
- Review and Framing Quality Metrics and Measurements for the Team
- Meeting external clients and presentations on behalf of company for sourcing business
- Framing and Outlining Service Level Agreement (SLA) in concurrence with onshore client
- Monitoring SLA, TAT, Quality Assurance of the Team as per agreement with client
- Overseeing Client Satisfaction Score for the team.
- Handling Internal and External Audit, Driven ISO audit
- Management Activities
- Preparation of WPR (Weekly Progress report) for Team
- Preparation and presentation of PTR (Project Team Review), SRB (Service Review Board) and SMR (Senior Management Review) reports to the management
- Preparation and presentation of Resource utilization log, Productivity log, QC log, Operations Manual, Documentation version control
- Representing the company in business meets ( External clients visits from USA, Europe and Asia Pacific) for exploring new business or ventures
- Transition Expertise - Onshore Visit (USA - Transition)
- Successfully transitioned Accounts Receivable process , Quality check and other 4 sub processes
- Complete onsite study of the Process (Business understanding & General Process understanding)
- Mapping and Documenting Process from high level documents to detail.
- Develop AS –IS and TO BE models for Process Improvement
- Ensured that the team had a smooth Transition, Ramp up and Go-live of process
- Periodic review and updating of process documentation
- Regular interaction with client with resolutions, value additions
Operations Officer - Corporate Banking Operations
ICICI BANK LTD
11.2005 - 04.2008
- Handling Local Clearing, Outstation Cheques Clearing, CMS Cheques, dividends & warrants, Fixed deposits, recurring deposits
- Meeting corporate and business clients for expansion of business
- Handling Customer Queries, resolution for queries raised by customers / branches
- Handling Branch Expenses, Corporate activities and External audit
Accounts Executive
S & N TECH
07.2002 - 09.2003
- Making of Sales and Purchase bills.
- Preparing Journal Vouchers, Cash Book and Bank Book and filing of ESI/PF/PT.
- Preparing and filing of monthly Sales Tax and Service Tax.
- Up to date transactions of the purchase, sales bills, Bank entry and cash entry entering in the Tally. Preparing payment memo’s and voucher
- Payment’s Follow-up and Petty Cash Handling.
- Preparing Bank Reconciliation Statement and Reconciliation of Debtors & Creditors
Education
MBA -
T.John College of Management
Bangalore01-2005
BBM - undefined
Vivekananda Degree College
Bangalore01-2002
Skills
Team collaboration and leadership
Strategic leadership
Decision-making
Organizational development
Crisis management
CORE COMPETENCIES
- Proficiency in Transition Management, Order To Cash, Receivables, Order Management, Revenue Management
- Efficient and effective handling of Processes and Project Planning
- Understand business purpose of the project and ability to deliver meeting the client expectations
- Ability to control processes and activities in a result-oriented manner
- Process standardization and optimizing the process
- Ability to drive change management
- Ability to manage competing priorities effectively
- Ability to encourage and enable people to work together as a team to accomplish the project. Team Player, Lead from Front.
- Believe in Building effective and efficient relationship with customer for a profitable Business journey with customer.
- Supervising, Conflict Resolution, Emotional intelligence, Communication Skills, Manage Performance, Interviewing Skills, Team Building, Delegation, Change Agent, Coaching, Problem Solving, Motivating Others.
PERSONAL DOSSIER
- Name: SANTOSH MATHAD
- Passport No: R7111954
- US Visa: Valid till June 2035
Timeline
Associate Director
Iron Mountain Services Pvt Ltd
05.2021 - Current
Senior Manager Finance
Analytics Quotient Services India Pvt Ltd
05.2018 - 05.2021
Deputy Manager
Quest Global Services
07.2014 - 05.2018
Team Lead
Symphony Teleca Corporation
08.2012 - 07.2014
Team Lead
Xchanging Technology Services
05.2008 - 07.2012
Operations Officer - Corporate Banking Operations
ICICI BANK LTD
11.2005 - 04.2008
Accounts Executive
S & N TECH
07.2002 - 09.2003
BBM - undefined
Vivekananda Degree College
MBA -
T.John College of Management