Viswanath R

• Ops manager handling collections and cash application process for PAC, SEA & Emerging markets worth of $120Mn with 25-member team
• Travelled Onsite (China) and successfully completed 3 phases of transitions for Cash application process (Wholesale, Retail & Ecom)
• Key Stakeholders – GPOs and Local finance team
• Hiring manager, SPOC for entire financial operations team.

Key responsibilities in Credit & Collections:

• Responsible for managing 620 active adidas wholesale customers' accounts and maintaining their Over Dues under 30 Days by having a proper governance setup.
• Regularly connect with all stakeholders to understand the gaps in the process and to fix it on time.
• Periodic credit limit approvals based on customers' recent financial performance.
• Ensure to meet the CPI Bad Debt Provision below 5%.
• Having regular account reviews with all credit managers to meet the OD% KPI, below 22%.
• Preparing monthly performance deck for the local finance team on the team's performances.

Key responsibilities in cash application:

• Having complete knowledge on all three domains of cash application: Retail, WHS, and Ecom.
• Retail – Reviewing the Daily, Weekly, and monthly reconciliation between ALS and SAP systems.
• Ensure all the payments are posted in systems within 48 hours with 100% accuracy.
• Ecom - Ensure all settlement files are automatically interfaced with the system to maintain 100% auto reconciliation.

• Operations manager handled collections process for APAC region (AU, MY, FJ & NZ) worth of $89M with 25-member team
• Successfully completed the transition and currently driving the team to stabilize.
• Achieved the expected CSLs within 6 months from transition.
• Achieved the 60% target from bad debt recovery consistently for 3 months.
• Leading weekly/monthly deliverable calls with the leadership team for the entire APAC region.
• Analyzed data from daily reports to identify trends in production performance metrics.
• Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.

• Team manager for four different teams with a total head count of 60. Delivered 2 migrations in the span of 2 years to increase the headcount from 25 to 60.
• Handled complete financial operations of a $250M portfolios ranging from order to cash which involves Order Management, Accounts Receivables, Accounts Payable and Cash Application process.
• Always customer obsessed by resolving clients' queries/complaints/escalations and exceeding the service excellence beyond the agreed SLA.
• Reduced unit operating costs by 10%($500k) in 2020 and 15%($750K) in 2021 using Robotic Process Automation and Six Sigma methodology.
• Held ownership of Process documents (MSA, SOW & SOP) and Audit documents to evidence compliance.
• Ensured that daily operations and reporting of MI are managed efficiently. Improved quality check framework for better audit and control in Operations.
• Recruited, directed, motivated, and developed a high-performing team, maximized their individual contribution, their professional growth, and their ability to function effectively with their colleagues as a team.
• Conducted 'Annual Performance Reviews' for my team and coached them throughout the year to build their development plans.
• Expert in problem solving and conflict resolution, driving a customer-first mindset among team members and upholding the vision of the organization.
• Developed governance dashboards for senior leadership to help them create strategy.
• Effective collaboration between Business, HR, Customer, L&D, Project Teams to deliver curated solutions to customer.
• Advocate of Diversity and Inclusion, improved gender diversity from 8:2 to 6:4 in my team. Created opportunities for new joiners to feel more inclusive.
• Conducted vaccination drives to the entire team, which is now 100% fully vaccinated.

• Handled Pan India, State Bank of India credit card customers in resolving their queries on credit card account and loan accounts.
• Provided online banking troubleshooting for customers.
• Conducted fraud prevention and transaction monitoring calls for high value transactions.
• Responsible for creating monthly credit history reports that are sent to CIBIL team

• Provided customer to Airtel post-paid customers.
• Created awareness of daily product updates to fellow customer service team members.
• Performed call quality check and provided feedback to team members to improve CSAT and NPS.