Abhinav Gupta
Gurugram,India
Summary
Versatile Senior Manager specializing in Operations Management and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.17+ years in Shared Services industry environments and top-notch abilities in Procure to Pay, Vendor Master Data, Travel & Expense. Expertise in Digital Transformation, Process Transitions, SOX controls and External Financial Annual Audits (US GAAP Audits).
Overview
13
13
years of professional experience
Work History
Senior Manager-P2P
Genpact India
07.2013 - Current
- Currently managing a team of 35+ employees including 4 Team Leads & 2 Assistant Managers & 1 manager.
- Also responsible for additional scope of work signed with client on few projects on Overdue Project, Vendor Recon Project and Hypercare Support for new system tool Go Live.
- Supported a project for upselling a Genpact supported tool to a client by doing proof of concept (POC).
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Evaluating employee's annual performance appraisals along with coaching & feedbacks.
- Brainstormed and developed operation strategies along with identifying Continuous Opportunities to bring process efficiency.
- Provided strong leadership to enhance team productivity and morale.
- Attending meetings with different clients/project leads regarding on-going projects
- Attending meeting daily/weekly update of process health to onshore clients
- Performing Review of SOX/FCF controls (Daily, Monthly, Annually)
- Proficient in handling Internal & External SOX (US GAAP) Audits Quarterly/Annually
- Identify QPA/RPA opportunities to optimize efficiency and driving process improvement.
- Ensuring escalations are addressed same day and RCA with CAPA to be actioned by team
- Performing Monthly Operational Performance review with clients
- Performing process review meeting with Global Service Delivery Lead (GSDL) on monthly basis
- Successfully completed a transition of a client role in T&E from United States
- Successfully completed a transition of a client role in P2P from United States.
Sr. Technical Support Executive
Convergys Pvt. LTD
12.2011 - 12.2012
- Worked as Subject Matter Expert (SME) in the team, handled customer escalation calls.
- Ensuring team KPI's are met.
- Ensuring target of First call resolution (FCR) at 98% and Net Promoter Score (NPS).
- Handling complaints of U.K based customers related to Mobile handsets.
- Troubleshooting handset faults of Blackberry & I-phones, smartphones.
- Managed high levels of call flow and responded to mobile technical support needs.
- Resolve billing disputes of Postpaid mobile bills.
- Documented support interactions for future reference.
Supervisor
Matrix Cellular Services
12.2011 - 12.2012
- Responsible for managing a team of 14 Customer Care Executives.
- Taking 1st and 2nd level escalation calls from customers.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Collaboration between all the departments for issue resolution and closure.
- Organizing rapports/ team Building activities for all team members to ensure lively work environment.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Boosted team performance by developing customer service training materials and conducting service training.
Education
MBA in Finance -
Vinayaka Missions Sikkim University, Distance Learning
07.2017
Bachelor of Commerce -
CSJM University, Kanpur
06.2012
Skills
- SAP
- Celonis
- Ariba
- Coupa
- Concur
- Operations Management
- Reporting management
- Cross-Functional Collaboration
- Resource Allocation
- Partnership Development
Accomplishments
- Honored client VP award in Q1 2022 for impeccable closure of PWC annual audit
- Honored best Team (P2P) Award in Global Townhall for 2021
- Received 'Certificate of Awesomeness' Award directly from client
- Received Global Award directly from client CFO
- Received several Global Finance Services Award from client
- Received several awards in Gold, Silver & Bronze category in Genpact
Attainments
- Lean Certified
- Lean Six Sigma Green Belt - Trained & Tested
- GEM certified (Genpact Emerging Manager)
Travelreadiness
Yes, B1B2 US VISA valid till August 2025
Personal Information
- Date of Birth: 04/26/88
- Gender: Male
- Nationality: Indian
- Marital Status: Married
References
References available on request.
Hobbies and Interests
Market Research, Watching Cricket, Driving & Cooking
Timeline
Senior Manager-P2P
Genpact India
07.2013 - Current
Sr. Technical Support Executive
Convergys Pvt. LTD
12.2011 - 12.2012
Supervisor
Matrix Cellular Services
12.2011 - 12.2012
MBA in Finance -
Vinayaka Missions Sikkim University, Distance Learning
Bachelor of Commerce -
CSJM University, Kanpur