Pankaj Tiwari

House No 1016/1,
Vijayanagar, Kalewadi,
Pimpri, Pune-411017
Mobile: +91-9381629050,
Email: tiwaripankaj788@yahoo.com Date of Birth: 16th Feb 1986

Proactive decision maker, targeting challenging assignments, Workaholic, Team player, an

extrovert and a liberal thinker

Profile

 Competent & detail-oriented professional, having an experience of 12+ years in different BPO
operations, Quality, Internal Audits & in Business Transitions for O2C Process, Collections, Cash
Management, Credit Analysis and Customer Master Data
 Possessing valuable insights, keen analysis and team approach to implement best practices & processes
used, adapt at working in high pressure environments with strict deadlines and multiple deliverables
 Performance driven experience in BPO Industry with an experience of Customer service, in Audits and
in an Accounts Receivable team
 Highly analytical & detail oriented in approach with strong communication and interpersonal skills

Areas of Expertise

Proficiency across entire O2C department (Credit Control & Collections, Cash Management,
Dispute Management, Credit Analysis, Customer Data Management and Internal Audits and
Transitions)

Professional Experience
Wipro BPS (August 2019 – Till Date)
Department: OTC (Credit Analysis & Customer Master Data)
(Have a valid B1/B2 US & expiring April 2024)
Position: assistant Manager (Digital operations and Platform)

 Transitioned US process of Credit Analysis and Customer Master Data.

 Driving Customer Master Data Team along with Credit Analysis and ensuring deliverables are
completed withing the stipulated time.
 Currently handling a team of 11 members including two lead associates who work in shifts to cover
global hours, the regions handled for Credit Analysis and Customer Master Data are America, EMEA
& APAC.
 Working as a one point of contact for the clients in America, EMEA & APAC
 Setting up targets, SOP and SLA, setting and maintaining CTQ & CTP targets and actively involved in
planning for the process
 Providing guidance in framework directions and plan for associates after assessment of their
capabilities
 Mapping business requirements and coordinating in developing and implementing process in line with
guidelines.
 Monitoring the overall functions of the process, identifying improvement areas and implementing
adequate measures to minimize errors maximize customer satisfaction levels
 Conducting internal audits and process reviews for ensuring strict adherence to the process
parameters/systems as per the defined guidelines
 Mentoring team development and succession plan for key positions
 Preparing and presenting various weekly, monthly MIS reports pertaining to process/productivity
 Preparing deck & dashboard drive for the weekly, monthly and quarterly governance calls
 Have been training the new hires and conducting assessments for certifications
 To provide floor support as and when required
 Attending BI-Weekly calls with the clients and providing updates on Portfolio’s, collection strategies,
Changes etc. for the process
 Conducting training for the team (New updates, strategy changes etc.).
 Handling Escalations (Clients and Debtor)
 Hiring new staff for Credit Analysis & Customer Master Data

Maersk Global Services (August 2018 – June 2019)

Department: OTC Damco (Collections & Cash Application)
Position: Team Manager (Digital operations and Platform)

 First Point of contact for any Process related queries/escalation.

 Ensuring Daily, Weekly & monthly reconciliation on Cash Received and Applied is completed in
timely manner.
 Weekly publish the Dashboard of Unapplied Cash, Suspense Account to Management & working
with the Team to reduce the same.
 Weekly Past Due Forecast, ensuring all risk items are noted & appropriate action taken.
 Working with the team to minimize the Past due balance.
 Ensure that Past due Target (SLA) are met.
 Working on 90+ debt daily to get the same resolved at the earliest.
 Working with Stakeholder’s for any disputes/discrepancy faced while collecting the past due Balance.
 Working on High $ value customer & invoices and ensuring that the High $ debt is in Focus always.
 Verifying the Weekly, Monthly reports before its published with the stakeholders
 Scheduling weekly Calls for High $ Value customers and periodic calls with stakeholders for day to
day business updates/progress.
 Weekly 1-2-1 with Team Members and updating the same in the Tool.
 Reviewing 90+ Debt and planning strategy for the team to work and minimize the same.
 Reviewing disputes & working with various internal departments to get the disputes resolved in
timely manner.
 Reviewing reconciliation of credits generated against the Debits.
 Preparing and sending monthly, quarterly reserve file to Management and Stakeholders.
 Ensuring that Reserve for Doubtful debt is under control always.
 Preparing Training & Development plan for Team, Encourage Education @ work.
 Participate in all Management discussion for any new business/transition.

Genpact India Pvt Ltd (Feb 2016 – March 2018)

Department: O2C (Collections & Cash Application)
Position: Assistant Manager
 Successfully Transitioned a Portfolio totaling over $120M, Currently Managing portfolio worth
$125M for 2 Division.
 Ensuring Daily, Weekly & monthly reconciliation on Cash Received and Applied is completed in
timely Fashion.
 Ensure that Past due Target (SLA) are met.
 Working with Stakeholder’s for any disputes/discrepancy faced while collecting the past due Balance.
 Verifying & Publishing aging report & Trial Balance post month-end to all the stake holders.
 Scheduling weekly Calls for High $ Value customers and periodic calls with stakeholders for day to
day business updates/progress.
 Updating EWS (Early Warning System) and highlighting Potential Attrition & Working on New hire
plan as required for the process.
 Weekly 1-2-1 with Team Members and updating the same in the Tool.
 Reviewing 90+ Debt and planning strategy for the team to work and minimize the same.
 Reviewing disputes & working with various internal departments to get the disputes resolved in
timely manner.
 Reviewing reconciliation of credits generated against the Debits.
 Preparing and sending quarterly reserve file to Management and Stakeholders for both Division.
 Ensuring that Reserve for Doubtful debt is always under control.
 Preparing Training & Development plan for Team, Encourage Education @ work.
 Prepare Career Path for team, empowering & work on big picture.
 Participate in all Management discussion for any new business/transition.
 Drive continuous Process Improvement with Kaizen & Lean methodologies.
 First Point of Contact for any Internal Audits for the Division.
 SPOC for SOX Audit, providing backups/documents as requested by Auditors in timely Manner.
 Releasing of Orders after reviewing of Past Due, reason for Past Due & Credit Limit of the customer.
 Ensuring Customers are set up correctly in the system by Customer Master Team.

AXA Business Services Pvt Ltd (Sept 2015 – Feb 2016)

Department: O2C (Collections & Credit Control)
Position: Process Leader
 Transitioning UK credit control Process from UK to India (Remote Transition).
 First Point of Contact for any escalation.
 Handling a Team of 12 Team Members.
 Updating & Maintaining of Branch Dashboard.
 Attending Branch Calls.
 Ensuring Broker Dashboard are completed and sent on timely Manner.
 Ensuring 80% of Staffing is maintained at any given time.
 Cascading updates & conducting SLA Meeting.
 Preparing WRM & MRM & Attending the Same.
 Looking in DOF Report & Planning Strategies based on KPI for Team.
 Looking at the payment list and then strategizing CC activity for the Team.
 Preparing month-end Forecasting Report for the Team (Twice a week).
 Conducting forth-nightly 1-2-1 with Team Members.
 Highlighting any process related misses to the higher Management.
 Highlighting any potential Attrition to the Management.
 Ensuring Unidentified Payment are identified & Banked on Daily Basis.
 Ensuring Unallocated Cash is Cleared within TAT

WNS Global Services Pvt Ltd (Oct 2013 – Sept 2015)

Department: O2C (Collections)
Position: Lead Associate

 Transitioned a US process successfully.

 Worked as an AR Professional.
 Making outbound calls for collection of Direct (Portfolio) Debt.
 Timely responding to customer queries via e-mail or call.
 Actively chasing customer for remittances and past due.
 Performing reconciliation on the remittances received from the customers.
 Reconciliation of credit against debit and clearing the same.
 Investigating Unapplied Cash and ensuring that same is applied to correct invoices.
 Handling of issues relating to invoice being short-paid, credit memo’s, debit memo’s, refunds etc.
 Timely reporting of debt, payments received and closure of invoices to Management and client.
 Raising Customer Disputes into SAP.
 Communicating with different internal departments for closure of disputes.
 Formatting Block Order Report. Circulating the same to the team for adding comments.

Steria India Ltd (June 2011 – Apr 2013)

Department: O2C (Collections)
Position: Lead Associate

 Worked for O2C Team under AR.

 Making Outbound calls for collection of Contract debt.
 Extraction of Ledger from BI.
 Timely maintenance for client database and timely reporting of their debt.
 Attending Client calls, analyzing client strategies and finalizing the same. Meeting client SLA for
debt.
 Managing Ledger and distribution of ledger in the team.
 Handling Escalations (Client and Debtor).
 Conducting training for the team (New updates, strategy changes etc.)
 Owner for the credit control mailbox.
 Checking Batches for payments received.
 Applying payments to the invoices and making sure the invoices are closed.
 Handling of issues relating to invoice being short-paid, credit memo’s, debit memo’s, refunds etc.
 Timely reporting of debt, payments received and closure of invoices to Management and client.
3 Global Services Pvt Ltd (DEC 2009 – Apr 2011)
Department: (Collections)
Position: Customer Finance Advisor

 Taking Inbound calls and Making Outbound Calls.

 Responsible for generating reports and sending it to TL.
 Team Mentor and a team player.
 OJT (On Job Training) Mentor.
 Conducting training for OJT Batches.

IBM India Pvt Ltd (Aug 2008 – Aug 2009)

Department: (SARM- Security Asset and Risk Management)
Position: Technical executive Band 5

 Process Owner for UID and Log Management process (Pan India)
 Collected information and was a part of a project for implementation of TCIM Tool.
 Faced 4 co-operate audits and 2 external audits.
 Also Handled Patch Management and VA PT process.
 Responsible for managing physical asset of the team.

IBM DAKSH Pvt Ltd (Aug 2006 – Aug 2008)

Department: (SARM- Security Asset and Risk Management)
Position: Customer Care Specialist & Lead Operations

 Taking Inbound Calls.

 Handling escalations.
 OJT Mentor.
 Handling Team of 15-20 advisors.
 Managing call que, breaks, leaves for the team.
 Client Reporting and client calls.
 Managing and sending RPC (Revenue per call) Report.
 Making sure SLA’s are met.
 Managing and sending Shrinkage Report.
 Sending operation report (AHT, SLA, RPC, Conversion etc.)
 Making Outbound calls and making sales.
 Conducting Internal quality for the team.
 Conducting PKT’s, Training on the floor.
 Fun Spoc for the entire process.
Academic and Professional Credentials

 Bachelor of Commerce 2007 – MUCC College of Commerce.

 12th 2004 – Jai Hind High School and Junior College.
 10th 2002 – Jai Hind High School.

Yours’s Faithfully
Date: Pankaj Tiwari