Pankaj Kumar
New Delhi,India
Summary
Customer Success Manager with 15+ years’ experience of leading teams in driving organizational growth and revenues. Skilled at developing and implementing comprehensive operational excellence and ensuring the highest levels of services delivered consistently. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
20
20
years of professional experience
Work History
Senior Manager, Reinsurance Operations
GENPACT
01.2014 - Current
- Company Overview: Ex GE Capital International Services
- 1st Role - From Jan 2014 to Oct 2015 -) Assistant Manager – Leading the team of Balance Sheet Reconciliation for North America for the Global Insurer in P&C Business
- 2nd Role - Nov 2015 to Jan 2016 -) As Manager – Project Blackline implementation in AP for Bermuda based Global Reinsurer.
- 3rd Role - Feb 2016 to till date – As Manager/Sr Manager – Tower Lead Technical Accounting for NY and Zurich region for Bermuda based Global ReInsurer
- Leading the team of 52 members as Tower Lead for Technical Accounting(TA) and Underwriting Reinsurance for US and Europe P&C business in the area of Catastrophic, Large Motor, Credit, Engineering, Property, Marine, Surety, Credit and Liability LOB
- Successfully migrated the entire TA process for European Reinsurance and US TA businesses in 2016 and 2018, respectively
- Led a successful transition to go-live, optimizing processes and implementing rigorous quality control measures, governance of newly transitioned process.
- Responsible for key treasury management activities for Unallocated Cash, Aged Receivable, Cash call settlement with brokers, remittances recording and Cash book sign-off
- Reporting Large Losses, O/S Loss Reserve, Paid Claims, EPI reviews
- Accomplishing internal Audit reviews.
- Process Governance documentations for SOPs, SLAs Sign-off, and Process Excellence dashboard, FMEA, lean, Productivity, Absorption , Automation. Effort Analysis (FTE Analysis).
- Green Belt Project on Risk Governance Framework.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
Team Leader – Mortgage Operations
BA Continuum
06.2011 - 10.2012
- Company Overview: Wholly owned subsidiary of Bank of America Meryl Lynch
- Manage and lead team of 18 members for Invoice processing for mortgage loan and maintenance of property leased by Bank of America
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Driving customer satisfaction survey through various channels
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics, RCA, NPS, VOC.
- Operation Responsibilities: -
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Recruitment of Process Associates/Developers for the process
- Co-ordinate training activities with the process trainer
- Review of documents from team leads on SLA is like Accuracy, Turnaround Time, Productivity and quality audits etc., on a weekly, monthly or Quarterly basis
- Perform half-yearly appraisal for the team, Conduct weekly review meetings and address any area of concerns
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Assistant Manager – Process Lead – Client Settlement
GENPACT
09.2004 - 06.2011
- Company Overview: Ex GE Capital International Services
- For Handling settlement for clients across US and Canada and GL reconciliation for Settlement accounts including sales suspense, payment suspense and adjustments
- Manage and lead team of 23 members within Client Settlement for GE Money with key metric of funding and reporting for 7X365 days for their controllership, involving accuracy, TAT, productivity, process improvements, future transitions of accounting process and their successful production
- Prepare Audit guidelines in consensus with the client, which primarily monitors – Control Impact, Business Financial impact and Customer Impact and FMEA
- Rigorous reviews of SOPs, FTE Analysis, Failure Mode Effect Analysis (FMEA), Risk Assessment, KPI, Knowledge Transfer Metric along with confidentiality and privacy of document management
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Achievements: -
- Transformation and restructuring of Client Settlement process from Client base funding to activity base funding leading to reduction in FTE counts, improving utilization and much better control mechanism
- Cycle time Reduction-Reduction of turnaround time (TAT) from 30 days to 11 days in Sales Suspense process in processing chargeback items which tends to saving of $3 MM monthly
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
CEP - Marketing Management
IIT Bombay
10.2004
M.Com - Financial Management, Marketing Management
Delhi University
06.2004
B.Com (Hons.) -
PGDAV College
06.2001
Skills
- Operational Excellence, Process Improvement
- Strategic Planning & Management,
- Risk Control Framework, Business performance management
- Six Sigma (GB) Certified
- Process Governance, Data Quality Management, Service Level Delivery (SLAs), Performance Management (KPI)
- Team and People Management, Talent Development, Training & Mentoring
- Problem-Solving, Analytical Thinking, Data-driven decision-making
- Reinsurance, O2C, R2R, Banking and Finance
- Cross-Functional Collaboration
- Documentation And Reporting
- Transition Management, Project Planning and Decision-Making
- Negotiation and Conflict Resolution
- Customer Relationship Management
- Corporate Social Responsibility
Accomplishments
- Gold Award, 2021, Turnaround of TA to set new Benchmark in UA Cash and Aged receivable.
- Excellence Award, 2023, 2022, 2021 2020, 2019, 2018,2017.
- SEAL, Topper of the Batch Genpact, February, 2015
- Pinnacle Award, 2022, 2019, For achieving highest performance Excellence.
- Braveheart Award, 2020, April
- Retention Champion, Q1'17 to Q1'18, Q1'2021, Won this award for 3 consecutive half yearly.
- Best Team, Reinsurance TA Q2'2018, NA Reconciliation, Q4'2015, Q3'2014
- Maestro, FLM of the Quarter, Q1-2015,
- Best Brigade Award, 2011, For successfully achieving the productivity targets.
- Annual Award, 2011
Personal Information
- Title: Senior Manager – Reinsurance Operations
- Date of Birth: 05/30/80
- Marital Status: Married
- Visa Status: On US VISA
Exposuresummary
Customer Success Manager with 15+ years’ experience of leading teams in driving organizational growth and revenues. Skilled at developing and implementing comprehensive operational excellence and ensuring the highest levels of services delivered consistently.
Training
- Six Sigma (Green Belt) Certification:
- School for Effective Aspiring Leader (SEAL) – Mentor Learning Services
- Risk Management Association of India, The Institute - Risk Management in Reinsurance (Pursuing)
- Building Essential Leadership Skills
- Coaching & mentoring high performance team
- Team Leading Skills
Mentorship, Learning new things, Cooking
Beyond my professional pursuits, I find joy in mentoring others, fostering their growth and sharing my knowledge. I am also passionate about lifelong learning, constantly seeking new experiences and expanding my horizons. In my downtime, I unwind by cooking, experimenting with flavors and creating delicious meals.
Timeline
Senior Manager, Reinsurance Operations
GENPACT
01.2014 - Current
Team Leader – Mortgage Operations
BA Continuum
06.2011 - 10.2012
Assistant Manager – Process Lead – Client Settlement
GENPACT
09.2004 - 06.2011
B.Com (Hons.) -
PGDAV College
CEP - Marketing Management
IIT Bombay
M.Com - Financial Management, Marketing Management
Delhi University