Summary
Overview
Work History
Education
Skills
Accomplishments
Projects
Languages
Timeline
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Ajay Sahni

Delhi,India

Summary

Dynamic manager with extensive experience at Genpact India, excelling in Order to Cash management & Accounts Payable Helpdesk and client relationship building. Proven track record in driving process improvements and achieving 100% client approval on root cause analyses. A motivating leader skilled in strategic planning and resource allocation, fostering team engagement and productivity.

Overview

11
11
years of professional experience

Work History

Senior Manager

Genpact India Private Limited
01.2024 - Current
  • Took charge of US Accounts Payable & Travel & Expense helpdesk in addition to the Order-to-Cash Collections teams with a total span of 55 FTE’s
  • Enhanced existing reporting mechanism through collaboration with HUB & Lean Digital Transformation teams for enhanced tracking & visibility of the Operations metrics
  • Driving SLA, productivity, bench, attrition, hiring and all aspects of operations.
  • Participated & contributed in Value Stream Mapping workshops organized by Client and driven by Hackett Group to map the end–to–end AP Processes and identify gaps in processes to fix through emerging technologies
  • Participated and contributed in ServiceNow process calibration calls & workshops to use the VSM workshops for process calibrations to ensure seamless transition over to ServiceNow from Salesforce in 2026
  • Teamed up with GPO Organization to formulate a meaningful and superior Quality Check Framework for relevant sampling and enhanced parameters to score an agent’s performance. Ran a successful pilot and this framework has now been replicated across the globe in AP Helpdesk operations
  • Power BI dashboard created in collaboration with GPO organization for the said QC framework for enhanced visibility to both Client and Genpact Leadership & stakeholders
  • Implemented AP Statement tool for auto-reviews of lengthy statements through SAP scripting
  • Devised operational strategies and monitoring mechanisms to optimize queue management leading to stronger workload management and superior use of vintage resources for knowledge management
  • Leading Cross-Functional Teams in Accounts Payable through Helpdesk to improve overall cycle of resolution and cut down on high turnaround time of communication leading to faster payments
  • Eliminated high count of escalations by placing effective and efficient controls in Operations
  • Identified operational challenges and created strategies & solutions to bring down turnaround time of responses to vendors and internal stakeholders
  • Implemented recommended Industry-wide Best Practices for overall Process growth
  • Revamped the Call flow of the AP & T&E helpdesk for enhanced efficiency in managing inbound calls
  • Rewrote the call scripts for improved quality of Customer service as per the expectations of the client
  • Cross training implemented for AP & T&E helpdesk for enhanced resource management and managing peak load periods
  • Cadence calls with HUB initiated to discuss upcoming and in-progress Projects & overall health of the process

Manager

Genpact India Private Limited
01.2021 - 01.2024
  • Manager with Order to Cash business for one of the Life-Sciences customers of Genpact.
  • Managing a span of over 55 FTEs across Collections/Deductions, Accounts Payable & Travel & Expense Helpdesk
  • Successfully completed 10+ past due Lean Six Sigma Green Belt project and got certified. 34% reduction delivered against a goal 10.02% with absolute reduction of $44MM. This led to a Business Impact (Cost of funds) of $2.2MM
  • Driving SLA, productivity, bench, attrition, hiring and all aspects of operations.
  • Successful transition of 20 FTE collections process during pandemic from September 2021 to January 2022. It was a remote transition. Managed the process as a transition manager and Operations lead with zero surprises.
  • Managed client relationship through regular communication. Effectively managed all the governance calls. Lead Monthly Operation Review for the entire account for US region.
  • Formulated and planned strategies according to monthly, quarterly, and yearly goals assigned by the client. Designing and implementing control for improving the process.
  • Managed attrition by regular skips with the team, feedback sessions for FLM's, lead employee surveys and ensured all necessary steps are taken to retain employees.
  • Lead skill training for employees ensuring 100% participation.
  • Mentored FLM's on GB projects. Successfully completed all 5 of them.
  • Volume analysis and engaging client for adding headcount to manage increased volumes during/post pandemic.
  • Conducting People Review calls with OTC Director to highlight and review any personnel challenges

Assistant Manager

Genpact India Private Limited
01.2019 - 01.2021

Management Trainee

Genpact India Private Limited
01.2017 - 01.2019
  • Managed collections, deduction process as a lead manager. Responsible for building strategies, assigning goals to team leads and collectors.
  • Assigning portfolios, designing dashboard, and managing governance calls.
  • Reviewing and approving Standard Operating Procedure for process activities. Forwarding them client for further approvals.
  • Managed SLA, KPI for the process. Submission of root cause analysis with a track record of 100% approvals from client.
  • Regular volume analysis for framing monthly projection. Accordingly assigning goals to the broader team.
  • Forecasting attritions and initiating indents for proactive hiring. Resource planning and taking interviews.
  • Managing FTE productivity for the process.
  • Driving collection number by involving different stakeholder to speed up payments/issuing credits to resolve open receivables.
  • Helping team in research and reconciliation work to get to the root cause of issues.
  • Scheduling and leading conference call with end customers.

Process Developer

Genpact India Private Limited
01.2015 - 01.2017
  • Started working for a Life Sciences customer in 2015 as a Collections/Deductions analyst
  • Key responsibilities were to collect on payment on invoices which customer owed to the client through Outbound calls and emails by sending statement and copies of invoices
  • Received Inbound calls helping customers out with their issues
  • Handled High value portfolios consisting of White-glove customers
  • Gained expertise in portfolio management and started training new employees through mentorship

Education

CA Intermediate -

Institute of Chartered Accountants of India
New Delhi
01.2011

Bachelor of Commerce Honors -

University of Delhi
Delhi
01.2011

CBSE -

St. Mark's Sr. Sec. Public School
Delhi
01.2007

Skills

  • Lean Six Sigma Green Belt Certified
  • Order to cash management
  • Accounts Payable
  • Client relationship management
  • SLA management
  • Strategic planning
  • Conflict resolution
  • Attrition management
  • Change management

Accomplishments

  • Earned T20 ratings each year
  • Awarded Deferred Incentive Plan apart from Yearly bonus
  • Client sponsored Monetary awards earned through Team performance and meeting stretch goals

Projects

Workshops for ServiceNow underway for 2026 implementation AP Statement Auto-review 10+ Past Due Reduction (Green Belt) Order review matrix & approval email automation AR reports automation Daily AR dashboard – Visualization tool AR Collections Analyzer SLA Standardization SLA Baselining

Languages

  • English
  • Hindi

Timeline

Senior Manager

Genpact India Private Limited
01.2024 - Current

Manager

Genpact India Private Limited
01.2021 - 01.2024

Assistant Manager

Genpact India Private Limited
01.2019 - 01.2021

Management Trainee

Genpact India Private Limited
01.2017 - 01.2019

Process Developer

Genpact India Private Limited
01.2015 - 01.2017

CA Intermediate -

Institute of Chartered Accountants of India

Bachelor of Commerce Honors -

University of Delhi

CBSE -

St. Mark's Sr. Sec. Public School

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