Tulika Anand
Faridabad
Summary
Dynamic and results-driven professional with 12+ years of extensive experience across Banking, Retail, Finance, Insurance, Telecom, and Digital Marketing sectors. Expertise in managing end-to-end business migrations and transitions, leveraging Lean and Six Sigma methodologies for process optimization, and driving operational excellence.
Proven track record in leading cross-functional teams, managing complex client relationships, and executing process transformations while ensuring adherence to SLAs and KPIs. Adept at using automation tools like RPA to streamline processes and deliver continuous improvement initiatives. Strong in communication, problem-solving, and strategic decision-making with the ability to influence stakeholders and drive business success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Manager
Oracle
Noida
04.2023 - 08.2024
- Managed a cross-functional team of Revenue Analysts and Business Analysts, ensuring smooth daily operations and collaboration.
- Led process improvements that resulted in a 35% revenue increase and a 50% reduction in bad debts.
- Automated month-end financial processes, enabling scalability and reducing operational costs.
- Enhanced risk mitigation and compliance with internal controls to improve overall portfolio performance.
Operations Manager
Accenture
Gurugram
11.2021 - 03.2023
- Oversaw transition and knowledge transfer initiatives for financial processes (Accounts Receivables, Collections, Credit Management) across EMEA, APAC, and North America.
- Acted as the single point of contact (POC) for multiple migration projects, ensuring seamless collaboration across functional teams.
- Spearheaded the implementation of process improvements and change management initiatives, ensuring compliance with SLAs and KPIs.
- Directed User Acceptance Testing (UAT) for High Radius Credit Management, ensuring system functionality and compliance.
Assistant Manager
Concentrix
Gurugram
01.2021 - 11.2021
- Directed a team of 40 FTEs in transitioning and operationalizing Google AdWords and YouTube processes.
- Defined key performance metrics, successfully resolving client escalations and achieving high satisfaction scores.
- Coordinated with senior leadership to ensure the successful transition and setup of new processes and KPIs.
Assistant Manager
EXL
Noida
03.2019 - 11.2019
- Led a team of 25 employees and managed 4 automation bots across insurance processes, achieving operational excellence.
- Collaborated with quality teams to implement process enhancements, resulting in improved customer satisfaction.
- Successfully managed monthly targets and ensured timely delivery while maintaining service quality.
Team Leader / Process Developer
Genpact
Gurugram
11.2013 - 11.2017
- Managed collections and deductions, ensuring timely resolution of outstanding receivables and maintaining low levels of overdue accounts.
- Led the Credit & Financial Risk evaluations, recommending appropriate credit limits and ensuring compliance with financial policies.
- Optimized credit management and order processing workflows, enhancing operational efficiency and reducing DSO metrics.
Senior Customer Service Executive
HCL Technologies Ltd
Noida
11.2009 - 11.2012
- Streamlined sales query management and order provisioning for a major UK telecom client, improving customer satisfaction.
- Managed escalations and high volumes of inbound calls, ensuring high levels of service quality.
Education
MBA - Applied Finance And Supply Chain
Narsee Monjee Institute of Management Studies
Mumbai01-2023
Skills
- End-to-End Transition Management
- Process Improvement
- Client Relationship Management
- Stakeholder Management
- Service Performance Management
- Reporting Insights
- Project Coordination
- Lean Six Sigma (Green & Black Belt)
- Risk Assessment & Compliance
- Change Management Expertise
- Team Leadership
Certification
- ISO 27001:2022 – Information Security Management Systems Certified (2024)
- Certified Risk Professional (CRISP) – ISO 31000:2018, ISO 27001:2022, ISO 22301:2019 (2024)
- Lean Six Sigma Green Belt & Black Belt Certified
- Google AdWords Fundamentals Certified
Timeline
Operations Manager
Oracle
04.2023 - 08.2024
Operations Manager
Accenture
11.2021 - 03.2023
Assistant Manager
Concentrix
01.2021 - 11.2021
Assistant Manager
EXL
03.2019 - 11.2019
Team Leader / Process Developer
Genpact
11.2013 - 11.2017
Senior Customer Service Executive
HCL Technologies Ltd
11.2009 - 11.2012
MBA - Applied Finance And Supply Chain
Narsee Monjee Institute of Management Studies
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