Customer Service Management

Sanjay Thadani

C-***, Hari Marg, Malviya Nagar, Jaipur, India 302017 * +91-982-***-**** * ******.*******@*****.***

Summary

Talented and accomplished leader in an outsourcing company supporting a US financial institution, GE Capital; successfully managing a booking and funding team, project management and service operations in the Account Receivable domain. Ensuring timely and accurate transfer of funds to dealer and manufacturers through various financial modes like Wire Transfer, ACH and Checks along with maintaining the client and transaction database in the Portfolio Management System. Experience in SimpLean, system implementations, account analysis at all levels and aligning technology services to meet client needs. Proficient in building relationships with leadership, direct reports and the client-GE Capital through effective communication.

Relationship-development, expertise that complements the ability to aggressively build internal and external base and drive growth.

Comprehensive knowledge of and experience in leveraging process consistency with internal business partners in very complex scenarios.

Proven leadership and team-building skills, along with the ability to direct strong teams, managing internal and external customer relationships and providing customer service excellence.

Core Competencies

Business Process Automation

Capacity Planning

Risk Assessment

Project Management

Team Leadership

Business Analysis

Process Management

Analysis Reporting

Hiring

Key Skill Set/ Domain Expertise

Excellent articulation in written and spoken English

Quality Assurance for operational performance

Data Analytics for the business metrics

Customer Relationship Management

Hands-on experience on Eco Systems like Mainframe PMS, Workflow Siebel Sales and Service and Pricing Software Super Trump.

Proficient in MS-Office tools (Outlook, Excel, PowerPoint, and MS word).

SOP preparation on Word, Adobe and PowerPoint

Lean Certified

Green Belt Trained and Tested

Professional Experience

Genpact India Pvt. Ltd April 2006 to Present- 10 Years 2 Month

Manager –Financial Operations

Leading a Commercial Booking and Funding team of 44 members, monitoring their performance, training, providing feedback, planning their growth and development. Daily monitoring, allocating and assigning work from multiple GE Capital programs; Healthcare Financial, Apple, Transportation, Vendor, Corporate Finance, Syndications and Canada. Risk analysis by MIS creation and reporting to adhere to Compliance and Governance guidelines for transaction processing of various Lease and Loan transactions via dashboards and performance metrics. Successfully manage day to day communication and interaction with US customer to create a seamless handoff from Transaction processing to the Booking and Funding team.

Experience Summary:

Looking for opportunities for organic growth within the existing accounts.

Program level strategic planning to meet service requirements, maintain compliance and leverage operational elements.

Function as an expert across all business programs like Office Imaging, Transportation Financial Services, NACCO, Navistar etc.

Worked across almost all the functions involved in a Lease or Loan Process cycle including Application Input, Underwriting, Document Generation, Funds disbursement, Booking, Cash application, Customer Service and AMO

Responsible for creating customer dashboards, MIS, performance metrics, financial and performance analysis, CTQ’s etc and reporting them to Management and the customer.

Implement and continuously improve processes to increase efficiency and scalability. Drive standardization, simplification, and automation of processes and transactions

Played vital role in several successful remote transitions and setup businesses at Genpact

Continue to work with clients on several automations involving Siebel in lease bookings

Handling customer requests and escalations

Hiring new resources for the process for any ramp up or attrition cases

Disburse high dollar value ACH, Wires and Checks in the system

Major Achievements

Resolved the pricing reconciliation issues to help the VIC paid to GE capital sales reps.

Transitioned Syndication Capital Market Booking process from US to India remotely and set up the process over here.

Led the Booking and Funding team to meet and exceed volume targets during high capacity periods.

Worked with client to identify leasing and loan document standardizations.

Participated in multiple projects with client to automate flow from originations to funding and booking.

2007 and 2008 Top Performer Award for Booking volume and accuracy, along with providing support to teams across all programs.

Multiple leadership awards for Customer Centricity and team performance.

Trained more than 35 new and experienced team members on various new process transitions, process updates and process knowledge refreshers.

Led several Lean ideas for process improvement, the major one was a $1MM business impact idea for GE Capital which was much appreciated by client.

Successfully transitioned the TTIWIP and Batch funding bookings from USA on shore team to the Genpact team

Prepared various SOP’s for the team, worked with clients to get them reviewed and approved and implemented them to be used in the process.

Received individual GOLD, SILVER and BRONZE awards for Good performance throughout the tenure with Genpact.

Education

Masters of Commerce with specialization in Accountancy and Business Statistics, University of Rajasthan, India, 2007

Bachelor of Commerce, University of Rajasthan, India, 2005

Certificate Program in General Management from Indian Institute of Management, Lucknow, India, 2009

Certificate in Project Management from International Institute of Projects and Program Management, 2016

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