Susobhan Mukherjee

An accomplished leader with 17+ years of experience managing large operations in Finance and Accounting domain with more than 300 FTE span. Seeking to improve the Top Line of the client by implementing Lean methodology and principles. Worked in various transformation projects, notably the in the last assignment, gave an impact of 3 MN GBP to the company Top Line and overall customer experience improved by 7%.

I have worked as a Commercial Project & Vendor Partner Manager, focusing on Strategic Projects to enhance customer experience. I had streamlined project processes, identified optimization opportunities in Order to Cash operations, strategically migrated legacy systems, and developed proof of concepts for best practices adoption. I have also managed internal trading elements, designed a Credit Management policy, and ensured global consistency.

I have defined service standards and guidelines, assessed team capabilities for work direction, presented regular dashboards for service delivery governance, implemented automation for resource efficiency, enforced industry-standard practices, led process improvement, monitored Non-Performing Assets (NPA), ensured legal compliance, achieved a 95% query resolution TAT, and collaborated for a 22% efficiency gain in FY 2017-18.

• Led Halliburton's Western Hemisphere transition in Order Management & Billing, managing a team of 154 vendors and 25 in-house staff.
• Specialized in new work transitioning, resource scoping, and FTE effort calculation.
• Conducted capacity planning and FTE estimation for workload balance.
• Expanded team from 12 to 140+ FTEs by March 2020 through value stream mapping.
• Achieved top performance: reduced 90+ bucket from 28% to 19%, improved suspense target from 5% to 1.89%, with 96.8% TAT and 99.3% accuracy in unbilled revenue accruals.

• Mapped organization needs, implemented improvements in collaboration with vendors to boost customer satisfaction.
• Maintained ongoing customer interaction to address concerns and enhance service levels.
• Set quality standards across operational areas, ensuring top-notch customer experiences within SLAs and workflows.

• Managing team functions viz. work force planning, recruitment & selection, induction, performance management, training, career progression etc.
• Creating and sustaining a dynamic environment, by challenging the team members, which fosters development opportunities and motivates high performance amongst Team members.
• Effective succession planning to ensure 0 vacuum in case of any attritions or movement from the team.

• Managing domain training programs and content development.
• Creating Standard Operating Procedures (SOPs) and work instructions to ensure seamless learning and knowledge transfer.
• Creating training roadmaps for new hires.

• Led quality improvement initiatives, earning accolades such as the Best of India Challenge Cup 2016 in BT.
• Mentored and coached teams, fostering professional and personal growth.
• Globally collaborated on migrating product inventories to streamline operations and enhance customer experience.
• Simplified processes for consistency and efficiency.
• Monitored processes, identified improvement areas, and boosted customer satisfaction.
• Designed Failure Mode Effect Analysis (FMEA) for risk mitigation and process enhancement.
• Implemented OPEX Maturity model for stable processes.
• Collaborated on system migrations and enhancements with senior management and transformation teams.
• Implemented new features in banking systems at Barclays and transformation projects at Halliburton.

• Led site setup for Order to Cash (OTC) processes across multiple organizations including Accenture, BT, and Halliburton.
• Oversaw team growth from 12 to 150 people at BT and contributed to site setup alongside Accenture in a Build-Operate-Transfer (BOT) model at Halliburton.
• Participated in pilot processes and setup of entire O2C teams with Accenture.
• Played a key role in workforce recruitment and conducted User Acceptance Testing (UAT) during transition and site setup processes.

· Recognized as Best of India Champions for Idea of the Year in 2016.

• Awarded Best Team for three consecutive years (2016-2018) at BT Kolkata.
• Received Role Model, Best Manager, and The Best Team awards.
• Earned the prestigious Gold Ribbon for continuous improvement projects.
• Recognized as a Role Model in the leadership program.
• Nominated as Site Change Manager for organizational changes.
• Achieved 100% CSAT and 97% NPS by collaborating with Customer Experience team.
• Acted as single point of contact for global leadership.
• Implemented business improvement ideas, reducing errors by 51% in Banking branches.
• Received commendations for effective communication and product value articulation.
• Maintained high Internal Employee Review scores and low attrition rates.