TUHIN SHARMA
Senior Manager - Operations
Ghaziabad
Summary
Results-driven manager with over 17 years of experience in managing Global Finance Shared Services Operations across North America, UK, Latin America, APAC, and EMEA regions in diverse industries including Manufacturing, Healthcare, Advertising, Media, Insurance and Investment Banking. Leading teams to achieve operational excellence and drive business growth. Proven track record in project management, strategic planning, and process improvement. Adept at fostering a collaborative work environment, enhancing team performance, and delivering exceptional customer service. Customer-focused service manager specializing in process optimization and cost reduction, committed to improving productivity and quality while ensuring compliance with industry standards and regulations. Domain Expertise: Investment Banking and Research, Order to Cash, Cash Application, Credit Management, Collections, Billing, Contract Management, Order Management, Customer Master Data, Dispute and Deductions.
Domain Expertise: Investment Banking and Research, Order to Cash, Cash Application, Credit Management, Collections, Billing, Contract Management, Order Management, Customer Master Data, Dispute and Deductions.
Overview
17
17
years of professional experience
6
6
Certifications
4
4
Languages
Work History
SENIOR MANAGER
Genpact Headstrong Capital Markets
02.2024 - Current
- Manage a diverse team of 60-80 FTE’s for well-known Investment Banking & Research client.
- Reviewing both quick-turn around and long-shelf-life economics, strategy, and other fixed-income products (reports, periodicals, presentations, videos, podcasts, etc.) for content quality and adherence to relevant regulations and business standards
- Ensure that appropriate disclosures are included for all approved products
- Helping to organize and publish complex multi-step, multi-author reports and periodicals
- Oversee the day-to-day operations of the company, ensuring that processes are efficient, effective, and aligned with company goals
- Leading a 3-shift operation with 24
- 6 Research coverage, ensuring optimal staffing and performance.
- Identify areas for improvement, and implement strategies to enhance productivity and reduce costs
- Ensure delivery of client KPIs, SLAs, including day-to-day service levels, customer experience, quality measures, and compliance measures.
- Executed comprehensive staff training and development strategies, fostering a culture of excellence and continuous improvement.
- Manage staffs to ensure service levels met client expectations while adhering to budget constraints.
- Identify operational risks, develop mitigation strategies, and ensure compliance with industry regulations and company policies
- Drive organizational change initiatives, manage stakeholder expectations, and ensure smooth transitions during operational transformations
- Established business controls that enhanced regulatory compliance rates from 82% to 98%.
- Lead technology implementations, system optimizations, and digital transformation initiatives to enhance operational capabilities.
- Oversee operational budgets, optimize resource allocation, and ensure cost-effective delivery of operational objective
- Revamped workflow management practices, achieving a cycle counting accuracy of 99.5%
- Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams, to attract the very best external talent.
- Direct cross-functional teams to document and analyze process flows, improving operational efficiency and customer satisfaction.
- Oversee multiple high-impact projects simultaneously, ensuring on-time delivery, budget adherence, and strategic alignment
- Manage and develop the operational client relationships by conducting operational client review meetings and day-to-day operations liaison within key work streams.
- Reduce costs, optimized resource allocation, and improved efficiency in managing projects.
- Manage large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
F&A OPERATIONS MANAGER
Accenture
08.2021 - 02.2024
- 2 successful Remote Transitions of Order to Cash processes for big North American and EMEA client.
- Managed 40+ FTE’s Order to Cash Billing and Deduction resolution process for Pharmaceuticals (North America) and Manufacturing (EMEA) client which includes recognizing, coding, investigating, and resolving deductions from customer accounts.
- Managed, coached, led, and developed talent to ensure high-performing talent, succession depth and diverse and inclusive teams.
- Utilized Power BI and other analytics available analyze deduction trends and work with the Credit, Sales, Customer service, and Logistics departments to mitigate future deductions.
- Collaborated with the Credit Department to maintain credit limits and examine credit holds associated with deductions
- Kept meticulous records of all deductions, including supporting paperwork and correspondence history.
- Worked alongside O2C GPO team to Identify, prioritize, drive, and monitor continuous improvement related to the deductions processing to drive better business & customer outcomes.
- Identified gaps and issues that prohibit efficient and effective use of the business process to support business requirements across all constituencies
- Reviewed key performance indicators with management functions and identified the root cause of service deficiencies and monitor activities executed for service remediation
DEPUTY MANAGER
EXL Services India Pvt Ltd
07.2019 - 08.2021
- Managed Order to Cash operations (Cash Application, Credit Investigation, Contractual Billing & Collections) for North American Advertising agency & LATAM big 4 Insurance client.
- 2 successful Onsite Transitions (Collections and Cash Application) for North American and Latin American client.
- Ensured that migration and transition activities are implemented according to agreed timelines and to the highest standards of quality.
- Defined and documented standard operating procedures and work instructions.
- Monitored and tracked transition progress, identified and mitigated risks and issues, and provide regular status updates.
- Coordinated with sales, finance, and customer service teams to ensure smooth order processing.
- Ensured accurate order entry, invoicing, and payment posting.
- Monitored and resolved any issues related to order processing, billing, or payments.
- Conducted performance reviews and actively involved in recognition and employee development strategies
- Reconciled customer accounts and ensured compliance with financial regulations.
- Prepared and analyzed reports on order status, receivables, and cash flow.
ASSISTANT MANAGER
EXL Services India Pvt Ltd
03.2016 - 03.2019
- This role involved managing the daily functions of the Cash Application & Credit Investigation for North American Advertising & Media client in accordance with Billing’s standards and reimbursement policy and procedures.
- Directly supervising cash applications to ensure timely and accurate posting, generates weekly and monthly reports and ensures their accuracy; solves problems and improves efficiency to the business office operations while ensuring benchmarks are obtained per client and ensuring client satisfaction.
LEAD EXECUTIVE
HCL Technologies
06.2015 - 02.2016
- This role involved leading the Credit Card Collection process in order to cash operations for North American Media client.
- Developing and implementing strategies to increase the number of successful collections on outstanding debt.
- Resolving high-level disputes or complaints regarding collections practices.
- Ensuring accurate and timely reporting of collection activities to senior management.
SUBJECT MATTER EXPERT
Accenture
08.2014 - 05.2015
- Worked as an Individual Contributor for Order to Cash Collection process for North American ATM Manufacturing client.
CONSULTANT SAP ORDER TO CASH
CapGemini
03.2011 - 07.2014
- Streamlined Order to Cash process (Cash Application, Collection & Order Management) as an Individual contributor for North American Manufacturing client.
FINANCE SPECIALIST
OSC Export Services Pvt Ltd
11.2008 - 05.2010
- Coordinated daily payment reconciliation activities for UK Law firm as an Individual contributor.
Education
Bachelor of Computer Application - Computer Science
(ITS) Institute of Technology & Science College
08.2008
Master of Business Administration - Finance
Sikkim Manipal University
Gangtok, Sikkim09.2013
Bachelor of Computer Application - Computer Science
(ITS) Institute of Technology & Science College
08.2008
Skills
Project Management
Problem Solving
Process Transformation
Cross-functional Collaboration
Stakeholder Management
Compliance
Results-oriented
Conflict Management
Accomplishments
- Leadership Excellence award by Accenture in the year 2022 for successful Transition and streamlining the Order to Cash Process
- Best Leader for Q4-2021 at Accenture for a successful Project Transition
- Best Leader for Q3-2019 at EXL Services for a successful Project Transition
Certification
Certification in Project Management by Microsoft
Timeline
Certification in Project Management by Microsoft
08-2025
Certification in Agile Project Management by Atlassian
08-2025
Certification in Project Management by National Association of State Boards of Accountancy, NASBA
07-2025
Certification in Artificial Intelligence and Business Strategy by LinkedIn
04-2024
SENIOR MANAGER
Genpact Headstrong Capital Markets
02.2024 - Current
F&A OPERATIONS MANAGER
Accenture
08.2021 - 02.2024
Spanish Language Level A1 certification from EXL Services
08-2019
DEPUTY MANAGER
EXL Services India Pvt Ltd
07.2019 - 08.2021
Lean Six Sigma Green Belt training certification from EXL Services
04-2018
ASSISTANT MANAGER
EXL Services India Pvt Ltd
03.2016 - 03.2019
LEAD EXECUTIVE
HCL Technologies
06.2015 - 02.2016
SUBJECT MATTER EXPERT
Accenture
08.2014 - 05.2015
CONSULTANT SAP ORDER TO CASH
CapGemini
03.2011 - 07.2014
FINANCE SPECIALIST
OSC Export Services Pvt Ltd
11.2008 - 05.2010
Bachelor of Computer Application - Computer Science
(ITS) Institute of Technology & Science College
Master of Business Administration - Finance
Sikkim Manipal University
Bachelor of Computer Application - Computer Science
(ITS) Institute of Technology & Science College
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