Sunil Kumar Chauhan
Hyderabad
Summary
Dynamic Business Process Lead with a proven track record at Tata Consultancy Services, excelling in process optimization and team leadership. Achieved 85% collection efficiency while enhancing client relationships and compliance adherence. Skilled in data analysis and effective communication, driving significant improvements in operational performance and stakeholder engagement.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Business Process Lead
Tata Consultancy Services
03.2022 - Current
- Serve as the single point of contact and Offshore Team Lead for Claims and Group Risk teams, overseeing operations and ensuring seamless client and stakeholder interactions.
- Managed daily operations and surrender transfers, maintaining strong client and stakeholder relationships.
- Led daily client calls, handled escalations, and ensured SLA adherence.
- Oversaw MIS, reporting, and monthly billing, creating buffers to avoid billing impact.
- Led and trained a 33-member team, managing onboarding, productivity, quality, and process improvements.
- Cleared backlogs, prepared SOPs for client sign-off, and received recognition from senior leadership.
- Set up a backend monitoring framework to ensure optimal system performance, security, scalability, and user experience.
- Optimized platform performance using load balancing, CDN optimization, and adaptive bitrate streaming to reduce latency and prevent server overload.
- Implemented security controls and data encryption, ensuring compliance with GDPR and protection of user data.
- Integrated user feedback and customer support systems to quickly identify and resolve streaming issues.
- Created dashboards and reports to track performance and user engagement, supporting data-driven business decisions.
Senior Process Executive
Cognizant Technology Solutions
12.2015 - 08.2021
- Managed a €20M accounts receivable portfolio comprising 300 customer accounts, focusing on overdue balances and recovery optimization.
- Generated and analysed Aging Reports as per SOPs, tracking receivables across 0–30, 30–60, and 60–90 day payment terms and prioritizing high-aging, high-value accounts.
- Oversaw the end-to-end collections process including enquiry, quotation, order, delivery, billing, and collections, ensuring compliance and timely follow-ups.
- Executed proactive collections strategies by sending pre-due gentle reminders and post-due chase communications, maintaining consistent customer engagement.
- Resolved payment delays caused by missing invoices, bank details prior payments, incorrect business information, and missing PO numbers in coordination with the Cash Applications team.
- Handled customer disputes related to tax exemptions, requesting Annex H documentation (primarily for charities) and resolving cases within SLA timelines.
- Achieved 85% collection efficiency, 98% quality adherence, reduced aged debt, met SLA & TAT targets, and calculated Days Sales Outstanding (DSO) to monitor performance.
- Escalated non-responsive or non-paying accounts by suspending services and referring cases to Debt Collection Agencies (DCA) when required.
Data Specialist (Quality Check)
Randstad Minvesta (Google)
11.2013 - 10.2015
- Maintained quality standards for the game "INGRESS" and managed transaction risk for e-commerce processes.
- Conduct quality checks to ensure high standards for game portals.
- Evaluate operator work and provide the best experience for players.
- Manage transaction risk for e-commerce processes.
Process Executive
Infosys Limited
06.2012 - 09.2013
- Managed order-to-cash activities including CRM opportunity setup, sales quoting, PO validation, order booking, invoicing, and compliance with revenue, pricing, and tax standards.
- Partnered with Finance on collections, dispute resolution, reporting, and process improvements to improve accuracy, visibility, and cycle time.
- Acted as process trainer and auditor, handled escalations, ensured SLA, quality, and productivity for a 15-member team, and developed SOPs and training materials.
Education
MBA - Human Resource
MRCET
Medchal01.2017
B.Com - Computer
Gauthami Degree College
01.2012
Intermediate - MEC
Royal Junior College
01.2009
SSC -
Board of Secondary Education
01.2007
Skills
- Process improvement expertise
- Jira
- Process optimization
- Data analysis
- Claims management
- Project management
- Risk assessment
- Customer relationship management
- Team leadership
- Compliance adherence
- Effective communication
- Problem solving
- Training and development
- Peoplesoft
Certification
- Agile way of working in TCS
- Certified Domain Trainings: LOMA 280, LOMA 281, and LOMA 291
- Lean and Six Sigma training
- Attended PMP certification course
Awards
- Star of the Month award for continuous quarterly performance.
- Client appreciation for three consecutive weeks.
- Unicorn and Spotlight awards at TCS for outstanding performance.
- Part of a highly appreciated team by clients.
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Personal Information
- Date of Birth: 08/02/92
- Marital Status: Married
Languages
- Hindi
- Telugu
- Bhojpuri
- English
- Marathi
Accomplishments
Awarded Unicorn award for 3 quarters given on a ratio of 40:1.
Timeline
Business Process Lead
Tata Consultancy Services
03.2022 - Current
Senior Process Executive
Cognizant Technology Solutions
12.2015 - 08.2021
Data Specialist (Quality Check)
Randstad Minvesta (Google)
11.2013 - 10.2015
Process Executive
Infosys Limited
06.2012 - 09.2013
MBA - Human Resource
MRCET
B.Com - Computer
Gauthami Degree College
Intermediate - MEC
Royal Junior College
SSC -
Board of Secondary Education