Rajiv Ravindran

Key Functional Strengths:

Operations Management
Permanent Address:
204, Sraddha Springdale
Apts Gulmohar Enclave •Attaining standards benchmarked for superior service delivery -
Road. Behind Golkonda aimed at maximizing the quality of service delivery, efficiencies,
Chimney Restaurant. revenue generation and profitability.
Kundlahalli. •Evaluating effectiveness and driving efficiencies through
Bangalore-560037 improved management practices
•Identification of improvement in Productivity, Quality and
Mobile: Customer Satisfaction across different processes.
+91 – 9886132768
People Management
E-mail
rajivravindran77@gmail.com
•Identifying / implementing strategies to build team effectiveness,
Date of Birth: cohesion, motivation and driving people engagement initiatives.
6thApril 1977 •Goal-setting, career planning, mentoring and people
development.
Age:
43years Key Skills

Nationality:
Indian Quote to Order/Order to Cash Operations Management/B2B
Collections/Dispute Management/Billing/Cash
Qualification: Application/Claims/Training/Team management
Post Graduate- M.Com

Total Experience: Educational Qualification

18years
• Passed M.Com from Chatrapati Sahuji Maharaj University in
Languages Known:
2000.
English, Hindi, Malayalam
• Passed B.Com from Lucknow Christian Degree College in 1998.
US Visa:
B1/B2 Visa Valid till August
2021

Marital Status:
Married
PROFESSIONAL EXPERIENCE

Period: 10th August 2017 till date

Organization: Oracle India
Role: Manager Operations

● Ownership of team’s objectives and KPIs, as agreed with the senior management and in
conjunction with the LMS Management Team.
● Responsible for operational rollout of services within the team, as agreed by Senior Management
in conjunction with LMS Global Process Owners
● Develop, manage, and implement systems to improve departmental processes and procedures.

● Work closely with other organizations to ensure that system enhancements and business
processes are implemented.
● Identify, propose and initiate implementation of system enhancements and business process
improvements.
● Develop and maintain relationships with key players internally and in local countries.

● Takes ownership of escalations that arise within the team and drives to resolution.

● Provides regular performance metrics to the Senior Management.

● Provides fiscal and quarterly reporting to the Senior Management.

● Works closely with other LOB’s (e.g. License, Sales, Contracts, etc)

● Interviews and makes hiring decisions for qualified candidates.

● Responsible for the team’s evaluation, training, talent management and career development.

● Encourages the innovation inside the teams, creates an innovative working environment.

● Acknowledge, apply and promote within the team the Company policies, procedures and
processes as defined at Company /Line of Business /Department Levels.

Achievements:
● Research reduction project successfully implemented

● Identified new opportunity in Cloud Space which led to increase of 15 FTEs in the Cloud
Reconciliation space

Period: 24th September 2014 to 21st July 2017

Organization: Tata Consultancy Services Ltd
Role: Manager Operations

Period: August 2016 till July 2017

Role: Delivery Manager
Customer: Leading Recruiting and Staffing Company
 ● Transition and Deliver the Billing and Cash Application processes from US

● Acting as Single point of contact to Customer for issues and concerns, if any and for seamless
delivery
● To ensure that the transition timelines are met and no financial loss incurred on account of any
delay.
● To ensure that the Project documentation is up-to-date.

● To establish necessary process flows and provide cross functional training for successful
implementation of the same towards standardization and improving process efficiency.
● Having regular calls with Customers to seek feedback on the performance of the respective
activities according to the frequency
● To ensure that SLAs are completed and shared with Customer as per the specific time lines.

● Monitor SLA – Report gaps from a knowledge and process perspective to the supervisor for
processes assigned
● Identify and drive process improvement initiatives through in depth process review and analysis.

● Participate in Project Management Reviews

● To provide the data representing the performance and achievement of goals for Steering
Committee.
● Participate in reviews and provide inputs for efficient service delivery for processes assigned.

● Ensure transition timelines are met

● Manage transition and change: Process improvements through detailed analysis of existing
accounting processes

Achievements:

● Best Transition Award for 2016

● Automation of the invoice delivery process through a tool

● Manual tracking, allocation and reporting removed and automated through a workflow tool

Period: Sep 2014-July 2016

Role: Delivery Manager
Customer: Leader in Packaging and Container Industry

● Manage Service delivery of one project / accounts with multiple teams

● Handling and supervising the O2C Team size of 35 from Mexico delivery center.

● Ensure delivery excellence in alignment with strategy, focusing on efficiency, productivity &
quality
 ● Responsible to create Service Level Agreement (SLA) dashboards for unit, in tandem with
Transition team & ensure smooth handover
● Resolve slippage issues, if any, with team leaders, escalate significant delivery issues, requiring
senior management intervention as appropriate
● Create mitigation plans for ensuring slippage / service credit-free delivery.

● Regularly benchmarks process with similar processes in TCS / Industry

● Drive Innovation and measure metrics on the same

● Ensure high customer satisfaction levels & conducts periodic dipsticks to measure the same
through structured VoC templates
● Periodically reviews metrics with customer

● Evaluate process change feasibility & where required, articulate need / benefits to the customer
and drives the improvement process
● Ensures fluidity & rotation to manage associate aspirations and account needs

● Sets reasonable, challenging and clear performance goals for direct reports, communicate
expectations clearly, monitors performance & provides appropriate feedback
● Ensures successful deployment of business continuity plans in project teams during contingent
situations
● Participates in client presentations to showcase project’s depth of delivery expertise / capability &
explores opportunities to increase wallet share from customer
● Manage client visits / floor walks to delivery site & appropriately project delivery capabilities

Achievements:

● Automated the cash application artifacts to SAP through a Macro which reduced the TAT

● Best Transition award for 2015

Period: 6th October 2008 till 4th August 2014

Organization: IBM India Pvt Ltd.
Segment: Order Management, Credit & Collections, Customer Service & Claims
Role: Assistant Manager Operations F&A
Valid US B1/B2 Visa (Expiry in 2021)

Job Profile: Experience in handling portfolios for Advertising and Publishing Industry (Onsite
Transition experience on Order Management, Claims & Customer Service)

● Responsible for review of team operations, specialized transactions, and service quality.

● Direct and oversee the Credit & collection process to maximize cash flow and minimize bad debt
while maintaining customer relations.
● Review 90+ Debit and credits and ensure ageing is minimal.

● Review/ verify disputed accounts and find resolutions for resolving disputes.

● Ensure cash forecasting is accurate and exceptions are highlighted ASAP.

● Conducting weekly review with the client and reporting the collection results.

● Demonstrate expertise in assessing and responding to contractual, financial/accounting transactions,

informational and customer service needs.
● Coach and develop team members: hire, assess, discipline, document performance, and recommend
salary and classification changes.
● Direct process to ensure proper controls are in place for the team and direct efforts to ensure team
productivity is measured, scored and communicated according to standards. Oversee resolution of
discrepancies and advanced systems issues.
● Maintain appropriate records suitable for research and internal or external audit.

● Actively manage the business continuity and disaster recovery plans for the process.

● Research, approve or deny customer claims.

● Ensure credit & debit adjustments for claims related to issues such as short-shipment/over-shipment,
shipped wrong title, shipped to wrong customer, damaged or defective books, incorrect price,
discount or promo code applied, sales tax charged in error, and freight adjustments are processed
accurately.

Achievements:
● Successful transition lead to increase in FTE count and new business opportunities. Growth in
FTE - from 15 to 140
● Received Retention Champ Award for Zero attrition for Q1 and Q2 Fy13.

● Received IBM Best People Manager Award for the year 2010.

● Received Manager of the Quarter Award for Q3Fy10.

● Received Retention Champ Award for Zero attrition for Q2, Q3 & Q4 Fy10

Period: 30th December 2002-30th September 2008

Organization: Dell International Services, Bangalore
Segment: Dell Financial Services & E-Box
Role: Group Lead
 The process entails handling corporate accounts and building a relationship with them. We are
responsible for implementing collection procedures, analyzing and evaluating past due accounts,
initiating action and executing recovery of equipment. Keep credit and sales staff informed on the
status of accounts which might affect client relationships.

Job Profile:

● Ensure receivables are collected in a timely manner.

● Set performance standards for collectors.

● Train team members on Policies & Procedures, Systems, collection techniques

● Drive team goals through coordination of work.

● Assisting team members in Complex process clarifications and handle customer escalations.

● Assist in decision making for AMS Process

● Regularly brief management on status of Metrics.

● Recommend and implement process improvements with specific focus towards accelerated
productivity, reduced escalation and prompt issue resolution.
● Prioritize and allocation of activities within the team.

● Validation of orders raised by the agents which is the integral part of the process and does a
vigilant check on quality.
● Handling the MWD Reports on a daily basis and do the deep dive and root cause analysis of
the same.
● Responsible for updation of daily reports sent to Bray (UK) with regards to the daily
productivity in E-box Bangalore.

Achievements:

● Received the “Customer Champion” quarterly award in the year 2004.

● Went on a deputation to Hyderabad for the Ramp up of the team and to support them in terms of
process related issues.
● Received the “Vice President Award” for Q4Fy08

Period: December 1999 till November 2000

Organization: Koshika Telecom Ltd., Lucknow
Role: Accounts Assistant

Job Profile:
● Handling activities related to booking forms and maintaining the activation report of the
customers.
● Dealing with Internal & Statutory auditors to ensure smooth conduct of audit

● Updation of the daily collection report and co-ordinate with the collection and activation center.
● Ensuring timely preparation of Bank Reconciliation Statement of more than 12 collection accounts

● Preparation of Stock Reconciliation Statement in relation to Handsets and Sim Cards (Post Paid
& Prepaid).