VIJAY NEEMKAR

· Leading a team of 20 FTEs to develop, implement and monitor day-to-day operational systems and process that provides visibility into goals, progress and obstacles for the process

· Subject matter expertise in Customer Master, MDG, Contract Administration, Order Management, Process Improvement

· Successfully led 3 process transitions internal and offshore / onshore

· Planning, monitoring and analyzing key metrics for the day-to-day performance of the operations to ensure timely and efficiently completion of tasks

· Manage and coach agents and supervisor to ensure the operational goals and Metrics are met

· As a primary point of contact for clients, managing relationships and ensuring alignment on services expectations, SLAs and process / project milestones

· Conducting regular client meetings to review performance, address issues and ensure continuous improvement in service delivery

· Identifying and implementing process improvements to increase operational efficiency and enhance service quality

· Identifying root cause for any operational inefficiencies or service disruption and implemented corrective action and training team to avoid any inefficiencies in future

· Encouraging and training team members to identify any process improvements and get the lean six sigma certified

· Ensuring all contractual obligations are met, including quality standard, SLAs and KPIs

· Analyzing operational data to identify trends, areas of improvement and opportunity for any new process improvement

· Preparing and presenting reports to senior management on operational performance, productivity, quality metrics and client satisfaction

· Conducting regular one –one with the team members to understand any performance gaps and coach, train and motivate them to reach their goals

· Lean and GB Trained & Certified Professional, with incisive acumen in improving operational excellence, higher quality & improved SLA times, as per project specifications & requirements, through effective integration of quality, positioning & operational considerations

• Developed strong relationships with key stakeholders, facilitating effective communication channels for better decision-making processes.
• Streamlined operations by implementing efficient processes and workflows, leading to increased productivity.

• Led cross-functional teams to enhance workflow efficiency and improve service delivery.
• Developed training programs for staff, fostering skill development and increasing team performance.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
• Facilitated clear communication between employees and upper management through regular meetings and updates.
• Implemented staff training programs, enhancing product knowledge and improving customer service skills.
• Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
• Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.

· Subject Matter Expertise in areas like Order Management, and Contract & Pricing Management

· Expertise on all types of individual & group purchasing organizations contract & end customer rebate process and pricing management

· Worked on various types of contracts, vendor master, problem-solving, analytics & contract management, procurement, dispute handling

· Thrives in high-pressure environments, with the ability to multitask effectively and meet tight deadlines without compromising quality.

· Proven track record of effectively handling client interactions and resolving escalations, maintaining strong relationships and client satisfaction.

· Designed and created quality check planning technique that helped team to avoid quality issue

· Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters /systems as per defined guidelines

• Handled end-to-end order processing, including order entry, validation, and coordination with logistics to ensure timely dispatch based on shipping priority and customer requirements.
• Responded promptly to customer queries regarding order status, product availability, shipping details, and issue resolution, maintaining a high level of customer satisfaction.
• Performed OCR (Optical Character Recognition) on PDF purchase orders and contracts, accurately extracting key data to ensure correct and efficient order creation in the ERP system.
• Entered and verified shipping information, including carrier selection, tracking numbers, and delivery instructions, aligning with customer preferences and internal SLAs.
• Worked closely with cross-functional teams to resolve discrepancies in orders, invoices, or customer data, improving process accuracy and reducing delays.