Zarin Mhate
Manager
Mumbai
Summary
SUMMARY
- Quality oriented Six Sigma Green Belt certified professional with 15 years of experience in Project Management, Customer Service Operations and Business Finance.
- Expertise in driving business process improvement and operational excellence by successfully leading change initiatives through implementation of Lean, Kaizen, Six Sigma.
- Expertise in ensuring operational processes are managed in terms of TAT, accuracy, frequency & compliance - leading to seamless service delivery.
- Actively nurtured and deepened strong rapport with key stakeholders to win confidence, anticipate needs and deliver appropriate solutions.
- Service Management – Order Management, Billing, Provisioning, Credit Management, Collections, Churn Management, revenue and margin projections QoQ/YoY.
- Setting up pilot processes and delivering customer centric solutions with high business impact.
- People manager and a natural motivator, driven by strong professional and personal values and an ability to influence without authority
Overview
16
16
years of professional experience
1
1
Certification
Work History
Business Finance Manager - Project CEM Cluster
TATA Consultancy Services
04.2018 - Current
- Endorse operational and strategic business decisions with ad-hoc models and accurate and value-added analysis.
- Design a financial operating model for the organization, thereby aligning processes, systems, policies, and organizational structures with the mission and strategy of the organization and command
- Strategize the budgeted/forecasted plan basis the numbers submitted by the BRMs.
- Create & finalize the presentations for budget with Business Controllers across regions, and forecast review meetings to facilitate the decision-making & the final sign off.
- Investigate & explain key movements & trends in major PNL lines, business resources utilization, expenses, headcount, etc.
- Analyze current & past trends in KPIs including all areas of revenue, expenses, financial resources, trends, etc.
- Chair discussions with BRMs in terms of variances/diversions in the cost & revenue drivers weekly / monthly; draw the mitigation steps to control the variances
- Contribute to month-end and quarter end activities which provide oversight of the completeness & accuracy of underlying management information decks
- Ensure timely escalation on unbilled debtors and rigorous follow-ups to ensure recovery of the billed revenues
- Monitor ad hoc requests from Business Area Controllers for business-specific management. reports.
- Daily, Monthly, Quarterly and Annual maintenance of revenue & cost management.
- Track and manage activities progress and dependencies.
- Monitor project progress, risks, roadblocks and opportunities, manage communication to stakeholders.
- Identifying revenue risks along with Impact on business due to Late payments by clients, delay in recruitment, delay in contract renewals and new contract signing.
- Ensuring Customer Billing is completed on time and revenue is realized for the month/quarter.
- Projecting monthly, quarterly and annual revenue for each customer along with gross margins.
- Projecting and Maintaining quarterly cost budgets for manpower, seat allocations and non manpower cost
- Reviewed collection reports determining status of collections and amount of outstanding balances.
- Prepared periodic reports on trends affecting profits and losses; analyzed actual results versus budget and forecast numbers.
- Led the development of annual operating budgets, forecasts and long-range plans; tracked performance against budget and forecast targets.
- Conducted complex financial analysis including variance analysis, trend analysis, cost and benefit analysis., to support management decisions.
- Performed detailed analyses of customer profitability, pricing models and product mix optimization initiatives.
- Generated monthly financial reports and presented them to senior management.
- Analyzed financial trends to identify opportunities for cost savings.
- Created tools to provide critical financial and operational information.
Hiring Lead - Project CEM Cluster
TATA Consultancy Services
02.2016 - 03.2018
- Hiring Lead for various sectors i.e. Banking and Cards, Mortgages, Insurance, Travel & Hospitality, Social Media, Utilities, Hi Tech, Healthcare etc
- Travel across PAN India locations to enable smooth Hiring for accounts with open requirements.
- Conducting Freshers drive with HR and Hiring Campus recruit's. Complete Technical rounds, share offer letters and ensure smooth onboarding.
- Create training Plans for Hired Freshers, assign joining dates and align to required Projects.
- Hiring handled for various cities within India (Chennai, Delhi, Kolkata, Mumbai, Pune)
- Coordinating with Human Resource team and ensuring resources are on boarded on time
- Conducting Technical round of interviews for agents.
- Seeking Indent approvals for hiring reps and management resources.
- Promoting Bring your Buddy within organization which plays a major role in optimizing Hiring Cost.
- Ensure smooth onboarding experience for candidates.
- Maintained accurate records of candidate progress through the interview process.
- Organized recruitment events such as open houses or career fairs in order to attract quality talent.
- Analyzed applicant resumes and qualifications to match job requirements.
- Developed and maintained relationships with potential employers to generate job opportunities for candidates.
- Assisted with the development of job descriptions based on business objectives and goals.
- Created detailed reports on key performance indicators such as number of hires, time-to-fill, source of hire..
- Contacted job applicants to inform of application status.
- Analyzed employment-related data and prepared required reports.
Team Lead for Rebates and Subsequent Compensation
TATA Consultancy Services
10.2014 - 11.2015
- Led Team of 15 FTEs | Project DOW Chemicals
- Supervised the daily work of staff to ensure work prioritization and quality.
- Mentored and coached team members to ensure successful performance.
- Delegated tasks to team members according to project requirements and employee strengths.
- Monitored daily operations, utilizing organizational and problem-solving skills to identify areas for improvement.
- Resolved problems and escalated high-level issues to supervisor within timeframes.
- Communicated work goals and deadlines to employees to increase productivity and meet project benchmarks.
- Resolved escalated customer issues with tact and diplomacy, highlighting conflict resolution expertise.
- Collaborated with functional groups and leadership to evaluate, prioritize, plan, and execute new projects.
- Suggested changes to standard operational and working practices to boost efficiency.
- Mentored junior staff members to foster a productive working environment, showcasing leadership capabilities.
- Evaluated employee performance through quarterly reviews using established criteria, exercising astute assessment skills.
- Implemented strategies to improve employee morale through recognition programs and incentives.
- Created detailed process documents to streamline workflow efficiency, illustrating aptitude for process optimization.
- Developed comprehensive reports outlining team performance metrics, exhibiting proficiency in data analysis.
- Analyzed performance data to identify areas of improvement.
- Conducted performance reviews to measure employee growth and skills.
- Developed and utilized team-building exercises to promote workplace synergy and productivity.
SME & Assistant Team Lead for Customer Information
TATA Consultancy Services
10.2013 - 09.2014
- PILOT Process | Led 13 FTEs | Project DOW Chemicals
- Training associates, rostering shifts, performing quality checks, preparing daily, weekly, monthly and quarterly reports for management.
- Closely working with DOW Work Process Coach ensuring smooth operations.
- Sending requested Literatures (MSDS’s, TDS, Sales Specification and Brochures) to DOW Customers as requested
- Providing Samples as requested to the Customers
- Resolving customer queries
- Preparing Monthly and Weekly Reports
- Auditing the work done by Associates
- Manage customers and employee-facing services that supports Dow Chemical business and functions
- Serve Dow Chemical customers from across the world who email or make requests through Dow websites with company, product and Technical information as well as qualifying sample request
- Inquiry Management, Documentation of the literature in SAP CRM & SAP R3 and Sample Fulfillment requests are other activities that are being handled
SME & Assistant Team Lead for Pricing Management
TATA Consultancy Services
08.2008 - 09.2013
- PILOT Process | Led a Team of 28 FTEs | Dow Chemicals
- Promoted to multiple roles in the same Team in a span of 5 Yrs. Associate | Quality Lead | Trainer | SME | Assistant Team Lead
- Lean Six Sigma trained and implemented in this process.
- Worked with DOW Work Process Coach to improve current processes by developing work instructions, standard operating procedures and standardized forms.
- Administered and created training and presentations and materials.
- Utilized strong communication skills to build relationships with key stakeholders and customers.
- Identified potential areas of improvement in existing business processes and developed action plans accordingly.
- Delivered prompt reporting of noncompliance and sought corrective action.
- Coordinating with the Sales Team and Product Marketing Managers to get the approved minimum and base prices
- Maintaining latest prices, allowances, surcharges, discounts etc in SAP
- Resolving pricing discrepancies and updating the orders with current prices ensuring the orders have correct allowance, adders, discount etc
- Interacting with clients with regards to training, transition of new businesses, issue resolution
- Creating Training Plan and training new joiners in the Team.
- Preparing and presenting metrics such as Productivity, Utilization, Volume, Accuracy etc to the client.
- Preparing and Maintaining the Standard Operating Procedures for the new processes
- Negotiation with the clients to agree upon SLAs
- Managing transition of new processes
Education
MBA - Marketing
N. L. Dalmia Institute of Management Studies
Mumbai 04.2001 -
Bachelor's in Accounting & Finance - Accounting & Finance
Thakur’s College of Commerce & Science
Mumbai 04.2001 -
Higher Secondary Certificate - Commerce
Thakur’s College of Commerce & Science
Mumbai 04.2001 -
Secondary School Certificate -
Holy Cross Convent School
Mumbai 04.2001 -
Skills
Financial Reporting & Analysis
Quality Management & Process Improvement
Budgeting and Forecasting
Project Management
Performance Metrics
Leadership
Revenue Management & Cost Optimization
Stakeholder Management
Talent and Resource Management
Accomplishments
- Lean Six Sigma Green Belt Trained.
- Won 3rd price for Herculean project for eliminating unwanted process steps.
- Nominated as the “Trainer” for Training 5 centers on Workflow Management Tool ePMO (Shanghai, Midland, Mumbai, Ternuezen and Sao Paolo)
- Nominated as SOX Audit SPOC for the team.
- Completed RCA, SPS and Lean training along with project submission for the same.
- Created FMEA, Process Maps, SIPOC, Job Aids
Additional Information
Technical Proficiencies
- Operating System: Windows XP, Windows Vista, Windows 7
- Business Tools: Microsoft Office 2010, SAP R3, SAP R2, SAP CRM, Siebel, Other In-house Systems
Certification
Lean Six Sigma Green Belt Certified
Timeline
Business Finance Manager - Project CEM Cluster
TATA Consultancy Services
04.2018 - Current
Hiring Lead - Project CEM Cluster
TATA Consultancy Services
02.2016 - 03.2018
Team Lead for Rebates and Subsequent Compensation
TATA Consultancy Services
10.2014 - 11.2015
SME & Assistant Team Lead for Customer Information
TATA Consultancy Services
10.2013 - 09.2014
SME & Assistant Team Lead for Pricing Management
TATA Consultancy Services
08.2008 - 09.2013
MBA - Marketing
N. L. Dalmia Institute of Management Studies
04.2001 -
Bachelor's in Accounting & Finance - Accounting & Finance
Thakur’s College of Commerce & Science
04.2001 -
Higher Secondary Certificate - Commerce
Thakur’s College of Commerce & Science
04.2001 -
Secondary School Certificate -
Holy Cross Convent School
04.2001 -