Manager Service

Nayan Kumar Taunk

Service delivery Operations offering more than 13 years of strategic experience across a diverse industry base, including manufacturing,Logistic, Customer service, Operations management, technology & innovation, sales, transformation, people and client relationship management. An operational innovator, with a reputation for designing, implementing and managing holistic procurement and supply chain processes and strategies that facilitate corporate growth and deliver value-driven efficiencies. *****.*****@*****.*** +974-********

Profile Summary

Added key new clients across various industry verticals and expanded in other geographies besides India.

Lead transformation initiatives for NPS Handle Time and DSO improvement

Understands the intricacies of complex mass production and effectively aligns and streamlines processes to improve service delivery, manage costs and ensure best practice. A skilled and confident leader with strong influencing and negotiating skills and the proven ability to manage talent and engage with stakeholders and teams alike.

Developing & implementing various process improvement programs for Center of Excellence

Defining Technology and Operations Strategies and Operating Model Extra Professional Competencies:

Strategic Supply Chain Management

Category, Vendor & Inventory Management

Contract Negotiations & Tender Management

Team Leadership & Performance Management

Planning Controls & Resource Management

Logistics, Warehousing & Freight Forwarding

Ethical Business Practices, LEAN Management

Technical Knowledge

Networking and Hardware

Knowcross system

Sap End User

Oracle 11i.

Fiserv bill pay application

Pronto Xi

Skill Set

Operations Management

Process / Compliance Management

Data Analysis

Administration & People Management

Customer Relationship Management

Team Management / Training &

Development

SLA Management

Strategic Alliances

Cross-functional Coordination

Work Experience

Jan ’16 till date with Hamad Medical Corporation – Doha, Qatar} as Service Delivery Operation I have been able to successfully work with cross-functional teams, create and execute business plans, work in ambiguous situations, leveraging IT to enhance productivity. Have lead various projects and been a transformation business leader to enhance customer experience, improve productivity and provide business benefits to the client. Leading Operations team of around 100+ people for Outsourced client. Currently Managing Operations for different vertical like FNB, Hospitality, Healthcare, logistics & Supply Chain

Responsible for managing several accounts and being one point of contact

Responsible for setting strategy and operationalizing that with clients, practice field teams

Responsible for the overall management of all strategic and operational Marketing and Customer Relationship activities

Focusing on growing and developing existing clients, together with generating new business

Keeping accurate records of products, contracts, pricing and invoicing information

Involved in the hiring, training, supervising and mentoring of supply chain staff

Prepare and submit logistics reports on performance measures and discuss what changes are available as necessary

Collaborated directly with the logistics management team to optimize service, minimize cost, and maintain the efficiency of the supply chain

Overseeing the development and utilization of a supplier database

Obtaining quotes for transportation and also making cost comparisons

Negotiating with suppliers to minimize raw material and transportation costs

Keeping in touch with suppliers and developing cordial relationships with them Senior Operation Manager at SAISUNG Group of Company Mumbai & Hyderabad March-2015 to Jan-2016 Employed with SAISUN Group of Company to Manage Procurement & Vendor Management as Senior Operations Manager for Contact Centre in Mumbai, Hyderabad Proficient in managing and leading large teams for running successful operations with experience of developing service standards and meeting service levels for business excellence. I have played a key role in building functional and operational roadmaps, mapping processes and enhancing team performance to re-assure business standards across assignments.

Outsourcing - Vendor & Client Management & Development

Customer Life Cycle Management - Service Operations, Consumer Value Chain Management thru Usage & Revenue Activities, Consumer Analytics, Quality Assurance & Improvement Processes

P&L Management and Organic Business Development. Cater Services to Banks & Financial Institutions, Insurance, State and Central Government Projects and Market Research Companies Based in India.

Range of services provided include Support Thru Email channels for Service, Sales, Market Research and Credit Collections Delivery Manager at Capgemini Consulting Bangalore April-2014 to -2015 March Responsible for process design, controls and adherence to global standards while managing and minimizing regional and local process exceptions. Managing a team of Team Members, Team Developers & (3 Team Manager)

Total team span 65 FTEs, supervising processes of end-to-end Accounting service to the client for its companies worldwide, which include reporting of Subsidiaries Performance Worldwide to headquarters quarterly and intercompany reconciliations, & Procurement & Vendor Management

Conducting interviews & hiring ramp up teams at the Managerial levels.

Develop strong inter-personal relationships with the team to cohesively bond them together with the Company and integrate them with the vision and core values.

Migrated and stabilized Finance Projects- AR (payment application, Collection, Reconciliation), Revenue Control Currently responsible for Order to Cash cycle including revenue submission, Collection, reconciliation.

Performance management responsibilities from goal setting, performance review to appraisal and mentoring Monthly and quarterly review and sign off on reconciliations for accuracy, completeness and compliance Business Control Manager for IBM Finance & Account Vertical June-2010 – 2014 March

Formatting and preparing IBM material for client consumption

Weekly volume & accuracy Data for billing forecast

Responsible for RAIL (internal & external)

Responsible for SLA report collation and sending out SLA's to client at the right time

Support transition delivery monitoring, delivery artifacts in the TR

Support client audits of center,

Finance & Account Manager at IBM for ( ANZ Telecom Business) Managing Operations Processes for (Vendor Management & Procure To Pay) for clients across 3 Location With a team size of over 40 FTE was part of transition various processes for multiple clients.

Cash & Banking:

Review of Bank reconciliations.

Ensure to send the outstanding check report along with action point.

Ensure proper action point for each of the reconciling items in the bank reconciliation.

Coordinating & lassoing with bankers for Lockbox issues & updates.

Ensure cash received from vendors correctly applied to the receivable.

Generate necessary image documents required for supporting the deposit detail report from the online tool & post the same in SAP.

Perform the tasks of resolving internal and external customer account inquiries regarding cash application

Complete End of Month reconciliations and posting into General Ledger (SAP).

Identify staffing gaps, plan and hire for resources based on volume projection and current available head count.

Client management - communicate on a regular basis to discuss operational performance and issues

Proactively flag and discuss process/business issues and prevent surprises to the LOB.

Ensure smooth month-end/ Qtr. end closing for all processes Half-yearly/ Annual completion of appraisals /PDP for the center.

E-SAT,C-SAT through Voice of customer and Voice of Process with agreed performance metrics and risk items on pre-defined frequency

BANK OF AMERICA (Team Manager) Mortgage & Insurance Vertical August-2006 to May-2010

Monitor the operational deliverables, real-time service levels, performance & quality reports; analyze, strategize & implement teams’ action plans to achieve set targets and roll it to the Line of Business and management.

Facilitate timely and accurate submission of dashboards to the business units; be a single point of contact and critical reporting channel with the entire team and the senior management through effective communication on key deliverables of the process.

Ensure accurate generation, timely delivery and efficient analysis of daily, weekly and monthly reports. Focus on creating precise and true records of performance, leading to optimum utilization of resources for higher efficiency.

Conduct risk reviews regularly; monitor and manage any control gaps or significant key risk areas with line managers, including items from audit, compliance and process exceptions.

Process transition from CFC International Services to BA Continuum India Pvt. Ltd., for forecasting & discussing Operations targets, participate, and represent process/business in all major assignments.

Lead & drive transitions projects for the Insurance Process (Balboa Insurance Company)

Effectively identify, manage, resolve and mitigate key risks and issues impacting the project delivery

Lead / participate in opportunity analysis / due diligence of potential projects

Proactively identify new opportunities to increase revenues / improve processes for customer. Dell Financial Services Financial Analyst (DFS USA) With Dell Sales Team April-2005 to July-2006 (Intern) The position includes responsibility for all tasks associated with the accurate and timely processing of invoices and expense diaries received in AR, these documents will include, but not be limited to, vendor invoices received both on paper and electronically, Expense diaries received from employees, Checking Accounts, credit notes and internal payment requests responsible for Credit Control.

Meet deadlines / collection targets on time

Manage & control Involuntary Churn for Multiple Circles

Control Write-offs’ / Provisions of doubtful debts

Monitor Dunning – Ensure timely dunning. For both Value Based and Time Based schedules

Analyze trends in the portfolio across products and develop new strategies for Improving collections, curtailing losses and delinquencies for their respective circles.

Maximize collections using alternative collection strategy

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