Saurabh Kapoor

• Demonstrated proficient leadership skills to motivate employees and build competent teams.
• Hired and managed employees to maximize productivity while training staff on best practices and protocols.
• Identified opportunities to improve business process flows and productivity.
• Collaborated with senior management to develop strategic initiatives and long term goals.
• Clarified roles, responsibilities and expectations of staff.
• Established performance goals for department and outlined processes for achievement.
• Identified and resolved issues between employees, promoting better collaboration and mutual respect.
• Evaluated product development strategies and prepared alternative approaches to goal achievement.
• Mitigated regulatory risks by overseeing adherence to insurance and safety regulations.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

• Accountable for overall management of “Order to Cash / Accounts receivable functions” for “Walgreens” US retail pharmacy client. Lead delivery of services, oversee day-to-day operations for global delivery teams and provide thought leadership.

• Partner with client business counterparts to align fiscal year goals and objectives. Drive strategic approach and demonstrate business impact up to CXO levels.

• Responsible for managing account P&L and improve process AOI. Ensure Continuous Improvement on key metrics of DSO, Bad Debt, Past due, and Customer experience.

• Initiate and drive process improvement projects, workflow analysis, operations delivery improvement using lean methodologies, solutioning digital tech requirement and ROI.

• Ensure (SLA) CPI & KPI metrics are met or exceeded with regular monitoring and control mechanism. Ensure strong adherence around HIPAA and privacy controls.

• Building and maintaining talent, monitoring managers / service delivery leaders on their strategic approach to improve delivery with framework on internal controls.

• Holding responsibility of supervision, mentoring, performance reviews, recruiting and corrective actions as necessary. Regular review with managerial teams on business operations performance, ensure teams meet organizational goals and objectives, such as increasing profits and performance, reducing costs, and accelerating cash flow.

• Identify, evaluate, and leverage new technologies in market (RPA, QPA, Digital workflows) to improve efficiency and overall business results.

• Setting up process controls framework to eliminate surprises and continue to improve through regular review mechanism on all sub processes, Billing, Cash Apps, Denials, Audits, Collections, and Contact centers. Guiding teams to identify key focus areas in managing large receivable, follow escalation metrics for resolution and continuous improvement projects to deliver additional business impact.

• Build strong relationships with client business counterparts, review project performances, display business strategy for overall operational improvement and create new business opportunities.

• Oversees creation and implementation of standard operating procedures for business operational departments, process maps, policies, and procedure manuals, and leveraged in day-to-day operations.

• Support client growth acquisition projects, collaborate upon integration of acquired businesses within current business operations delivery.

• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate