Sushma Erande
Pune
Summary
Self Motivated Operations Manager with a proven track record at Citicorp Services India, adept at enhancing process efficiency and team performance. Skilled in SAP Finance, Oracle R 12 and customer relationship management, successfully transitioned projects and implemented operational improvements. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations Manager (C11-OPS SUP SR SUPERVISOR)
Citicorp Services India Pvt Limited
Pune
11.2023 - Current
- Transitioned Core ops first quality project successfully within minimal supervision.
- Managed independently more than two teams across without any supervision and transitioned new projects within the period.
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored process efficiency, team performance, and customer service levels to ensure operational effectiveness.
- Monitored day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Ensured compliance with safety regulations and maintained a safe work environment.
- Enhanced morale and communication by implementing employee recognition and rewards practices.
- Managed staffing through recruitment, onboarding, training, and disciplinary actions.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Studied and monitored MTPs for process efficiency and simplification.
- Analyzed workflows to identify and implement process improvement opportunities.
- Improved communication between departments to resolve operational issues.
- Prepared staff work schedules and assigned team members to specific duties.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Measured and reviewed performance via KPIs and metrics.
- Presented performance and productivity reports to supervisors.
- Resolved onshore team issues promptly while ensuring optimal satisfaction levels.
- Monitored employee productivity to provide constructive feedback and coaching.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Established work schedules, created project Dashboard for monthly performance, assigned tasks, and monitored staff productivity.
- Led unit level events Citi Hackathon, L & D workgroup 25/26, Engagement WG 26, CCM carnival 2024 & RNRs regularly.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Explored opportunities for utilizing Citi AI tools such as Stylus and co-pilot.
- Enrolled in Tech Tonic 2026 program to enhance technical skills.
Assistant Manager
Genpact India Pvt Ltd
Pune
07.2023 - 11.2023
- Managed daily operations and coordinated team activities to ensure smooth workflow.
- Supervised daily operations including scheduling shifts, assigning duties.
- Facilitated communication between departments to enhance collaboration and efficiency.
- Coordinated with other departments to ensure smooth flow of operations.
- Monitored compliance with company policies and procedures across the team.
- Facilitated team meetings to align on goals, share updates, and provide performance feedback.
- Resolved customer inquiries and complaints to maintain service quality standards.
- Monitored employee attendance records, timekeeping, and payroll information.
- Guided junior staff on daily tasks and project objectives to enhance team effectiveness.
- Maintained up-to-date knowledge of company products and services.
- Prepared monthly reports within SAP and performed GL closing with RTR & payments team.
Analyst (Band-SB05 -SME)
Eaton Technologies Pvt Ltd
Pune
12.2019 - 06.2023
- Developed policies around AR and cash flow, reducing invoice processing time by 20%.
- Conducted audits on AR aging to identify discrepancies and implement necessary adjustments.
- Collaborated with sales and accounting teams to resolve credit and collection issues.
- Managed cash applications to ensure accurate posting of all receipts.
- Responded promptly to customer inquiries regarding payments and account status.
- Recognized by management for providing exceptional customer service.
- Prepared training materials for new hires, focusing on AR principles and company policies.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Participated in project meetings with internal teams, vendors, and customers.
- Worked with cross-functional teams to achieve goals.
Senior Financial Analyst
Symantec Software Solutions Pvt. Ltd (on the payroll of Magna InfoTech)
12.2018 - 07.2019
- Supported/ Prepared AR MIS & Cleared Bank reconciliation open for AR.
- Managed portfolio of direct and channel customers, facilitating prompt resolution of past due invoices.
- Resolves collections by examining customer payment plans, payment history, credit line; coordinating contact with collections department.
- Reviewed and released order credit blocks, processed cancellations of accounts upon management approval.
- Performed the customer credit risk assessment and made recommendation of credit limits and payment terms in accordance with corporate credit policy.
- Evaluated Customer Credit (approve/revise Credit Limits) & Maintained Customer Master Data.
- Ensured adherence to credit policy standards.
- Circulated Aging report on daily basis & reviewed.
- Prepared AR Ledger Review and prepare Aging report on weekly basis.
- Issued monthly statements of past due invoices to customers.
- Summarizes receivables by maintaining invoice accounts; coordinating monthly transfer to accounts receivable account; verifying totals; preparing report.
- Reviewed and managed order hold daily and approved orders in accordance with established SLA process.
- Collaborated with sales managers to address and resolve credit-related issues in a timely manner.
- Protects organization's value by keeping information confidential.
- Received appreciation from Global manager for consistent and accurate performance.
Accounts Receivable Analyst (Level-II)
Medline Industries Pvt. Ltd.
Pune
09.2013 - 05.2018
- Transitioned successfully AR and AP project in Pune with team size 6 to 10 analysts
- Managed daily cash checks/Invoices posting of 300 + all other lockbox deposits.
- Managed entire cash applications to ensure all cash receipts are applied correctly.
- Provided weekly reports to management on accounts receivable issues, detailing past due accounts, billing issues, and customer disputes to support decision-making.
- Assisted in month-end closing process by posting revenue accruals and collecting data to prepare monthly reports.
- Reviewed General Ledger account and posted journal entries on month ends.
- Monitored each lockbox activity for completeness and assisted in lockbox projects.
- Executed tasks requested by the team supervisor, including testing and process improvement.
- Assists with documenting and maintaining all processes and procedures related to cash application efforts and adheres to cash application policies.
- Recommended process improvement ideas to team supervisor and manager to enhance cash application efficiency.
- Worked on G/L accounting process and G/L reconciliation on month-ends.
- Identify unapplied cash and credits and allocate to outstanding invoices.
- Identified customers that have taken unauthorized deductions and acted.
- Created and maintained daily/monthly cash booking, cash receipts reports and lock-box activity.
- Created and maintained quarterly write off to be approved by management.
- Worked on offsets and exceptions on month ends.
- Reviewed aged receivables and prepared A/R aging report within SAP, submitting recommendations for bad debt write-offs while ensuring compliance and resolving payment discrepancies.
- Performed special projects as needed within accounting department.
- Started posting Cash booking, ACH’s, sampling, La County, Medicare, E-bay posting, etc.
- Posted PPD’s (Patient Per Day) and Ach’s (Automatic clearing house) on daily basis once finished with posting checks and other daily assignments.
- Helped team leader to prepare daily cash application report as well as monthly cash report on regular basis.
- Started contacting collectors for unpaid invoices/payments after getting approval from manager. (Collections)
- Star Performer Award: Facilitated with star performer award multiple times for consistent and accurate performance.
- Facilitated effective business communication with internal and external stakeholders.
Accounts Payable Analyst
Metro Accounting Center of Excellence Pvt Ltd (Metro Cash & Carry/Now Known as Metro GBS)
10.2012 - 09.2013
- Reviewed invoices and employee expense reports for documentation accuracy, submitted for payment approval to ensure timely processing.
- Maintained vendor masters & matched the invoices with the GR value.
- Reconciled vendor payable accounts (purchase order matching, invoice research (for due invoices), credit notes).
- Investigated and resolved issues related to invoice processing and purchase orders, enhancing workflow efficiency.
- Provided quick resolution to the supplier’s queries.
- Received researched & resolved a variety of internal & external inquiries via emails from suppliers.
- Ensured month end transactions completion within deadline to facilitate smooth month end closure and worked on vendor reconciliations.
- Daily status reporting on unapproved and unresolved Invoices.
- Assisted with monthly status reports & monthly closings.
- Support operations with the help of refreshers and floor support.
- Prepare daily productivity reports of entire team.
- Weekly review call with the Clients/Management/Suppliers and with the team.
- Achieved Significant Achiever Award for exceeding monthly targets with 99.9% quality, demonstrating commitment to productivity and SLA targets.
- Good Performance Award: In recognition of consistent performance for the first three months as a new joiner.
- Recorded the invoices in GMS & Made debit notes.
Process Assistant (Purchase To Pay)
Steria India Pvt Ltd
12.2008 - 10.2012
- Worked in end to end P2P work processes, starting from invoice verification till its payment gets done from the suppliers.
- Processed maximum invoices within given period & made payment of the same processed invoices.
- Reviewed invoices for error codes, including scan errors, to maintain accuracy in payment processing.
- Reviewed and corrected invoices rejected during Accounts Payable payment processing.
- Corrected various erroneous entries to ensure timely payments to the appropriate suppliers.
- Assisted suppliers in conflict resolution concerning scheduling and accounting issues (i.e. outstanding invoices in excess of net 30-day payment period).
- Resolved process related queries for the team members.
- Led training sessions for new joiners and ensured quality control of their performance.
- Compiled monthly error reports to enhance team quality control efforts.
- Maintained daily productivity Log for entire team.
- Performed daily team reporting and Handled Pune Verification client mailbox efficiently.
- Achieved Monthly Performer award on several occasions for maintaining strong team performance.
- Received Steria Value Cards for demonstrating ongoing excellence and significant contributions to performance.
Education
Master of Commerce (M.Com.) - Business Administration
Pune University
Pune06-2010
B.com -
06-2007
H.S.C -
06-2004
S.S.C -
06-2002
Skills
- SAP Finance
- GAAP
- Oracle R12
- Excel
- Troubleshooting and problem solving
- Brainware IDC Distiller
- VQSM Application
- Tally 63
- TDS
- GST Certification
- Taxation
- MS Office
- PowerPoint
- Access
- Outlook
- Fast learner
- Good Communication
- Flexibility
- Analytical skills
- Ability to adjust in tight schedules
- Customer relationship management
Accomplishments
- Received appreciation from Operations Director, Senior Vice President,
Process Lead.
• Consistently received quarterly/Monthly / Yearly awards.
• Received appreciation from Global manager for consistent and accurate
performance.
• Star Performer Award: Facilitated with star performer award multiple
times for consistent and accurate performance.
• Received Significant Achiever Award: In recognition of exceeding the
given target throughout the month within entire team with 99.9% Quality
and for Productivity of Achieving SLA Targets and Exemplary
Performance within entire team.
• Best Performer Award: In recognition of consistent performance for
as new joiner.
Languages
- English
- Hindi
- Marathi
Hobbies and Interests
- Travelling
- Writing
Trainings Completed
- Manage at Citi
- Advanced excel
- RTR process training
- Security & compliance
- Business communication
- Standardization Training
- Personality at Workplace
- UK Culture
Certification
- SAP FICO Certification
Timeline
Operations Manager (C11-OPS SUP SR SUPERVISOR)
Citicorp Services India Pvt Limited
11.2023 - Current
Assistant Manager
Genpact India Pvt Ltd
07.2023 - 11.2023
Analyst (Band-SB05 -SME)
Eaton Technologies Pvt Ltd
12.2019 - 06.2023
Senior Financial Analyst
Symantec Software Solutions Pvt. Ltd (on the payroll of Magna InfoTech)
12.2018 - 07.2019
Accounts Receivable Analyst (Level-II)
Medline Industries Pvt. Ltd.
09.2013 - 05.2018
Accounts Payable Analyst
Metro Accounting Center of Excellence Pvt Ltd (Metro Cash & Carry/Now Known as Metro GBS)
10.2012 - 09.2013
Process Assistant (Purchase To Pay)
Steria India Pvt Ltd
12.2008 - 10.2012
Master of Commerce (M.Com.) - Business Administration
Pune University