VINCENT KHANDAGALE

Business Excellence Lead (Client Support) and PRA IT

• Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
• Supported clients with business analysis, documentation, and data modeling.
• Liaised with customers, management, and Operations team to better understand customer needs and recommend appropriate solutions.
• Onboarded and managed new client accounts to boost retention rates.
• Led process improvement projects, resulting in significant TAT enhancements & reduced efforts
• Conducted PRA system testing (SIRAX) and provided improvement recommendations
• Conducted Business Reviews and ensured clients received regular performance reports
• Ensured offshore compliance through control audit checks across all PRA processes
• Conducted VOC surveys and implemented control plans to address areas of concern
• Prepared volume and invoicing forecasts for clients, suggesting best practices
• Benchmarked processes against industry standards
• Created process documents such as flowcharts and SOPs for client approval
• Timely identification of successors for smooth operations and self-growth

Revenue Accounting Management

• Efficiently managed the transition and setup of the revenue accounting process
• Proposed WNS system to clients and drafted client requirements addressed to the development team
• Performed financial analysis to reconcile Sales, AP & AR, which were referred by client leadership team
• Provided valuable insights to improve cashflow for the customer
• Represented the customer in interactions with IATA, ICCS, Aviareps, GDS, and third parties
• Implemented several excel based improvements to reduce manual efforts
• Increased business by 3-fold for WNS through exceptional service and client confidence

Refund Management

• Successfully transitioned and established the refund processes
• Introduced process improvements, earning client appreciation
• Automated offline reconciliation using Excel macros for real-time reconciliation
• Assisted the client in clearing refunds backlog due to COVID-19
• Initiated and established a quality framework
• Offered valuable suggestions for refining the refund process at the client's end
• Conducted regular client reviews and collaborated with internal stakeholders

• Structuring & Managing the Central Quality team across Travel processes
• Completed training for Robotic Process Automation and developed multiple BOTs
• Established a Quality Management Framework for Fare Audit Processes
• Conducted mock audits for internal and external operation audits
• Collaborated with operation teams and clients to address issues and present plans
• Interaction with Operation teams, clients to discuss / present various issues, plans & performance

• Handling system related issues & enhancement (UI, functionality, etc.) for PRA and major Interline; raised by end clients for a leading European Airline IT company
• Handling backend processing requests raised by client and end clients and responding the same
• Transitioned and streamlined the Outward Billing process. This included;

a) Invoicing and generation of IDEC files in test and production for end clients

b) Running local sandbox check and accounting checks prior submitting to SIS sandbox / PRD

c) Investigating and patching IDEC file for SIS generated R2 file errors

d) Publishing the investigation done on R2 errors to all the stakeholders for system enhancement

e) Tracking (Raising PTR’s) and simulating all the new issues reported by local accounting check, sandbox testing and SIS sandbox / PRD

f) Amending UNIX SHELL scripts for incorrectly captured / generated values to correct accounting

• Uploading the FDR and MMR rates in the backend and circulating in all the modules
• Preparing documentations along with process flowcharts for all the process transitioned to WNS
• Transitioned and streamlined Inward Billing process. This included;

a) Downloading of IDEC, supporting doc files from ISWEB

b) Running local check (local sandbox, accounting and dry run) for the downloaded files prior uploading to PRD

c) Excluding error invoices and tracking the issues for each run

d) Investigating & Simulating issues identified while uploading files to system

• Structured and streamlined MIS reports for publishing to clients and senior management

Process Transitions

• Transitioned Interline Rejection processes (Inward & Outward billing) – Apr’14
• Transitioned Interline Correspondence – Apr’14

Product Expertise

• Streamlined Refunds process transitioned from client
• Process specialist for BSP Refunds, managing internal and external queries
• Setting up Disputes process and managed throughout single handed
• Interaction with client for daily hurdles and calibrating process
• Conducting process trainings and up skilling team members with regards to product knowledge
• Involvement in client leadership meetings as WNS representative for providing technical supports
• Performed quality checks for Refunds, Sales, Interline, Lifts and Error Handling process
• Monitoring daily volumes, allocation to team, identifying gaps & setting controls to improve efficiency
• Possess strong back-up capabilities in the absences of senior managers

Quality Expertise

• Cleared Six Sigma, Yellow Belt (YB) certification exam
• Six Sigma, White Belt (WB) certified [WB project – Smart Allocation, Refunds process]
• Certified Lean Cadet from WNS, completed 02 lean projects
• Certified as 5S Lean Cadet, implemented and sustaining 5S across 06 major processes
• Cleared advance ISO examination
• Responsible for setting up and sustaining ISO standard across processes
• Preparing Value Stream Mapping (VSM)
• Responsible for setting up quality team structure in place for new transitioned processes
• Performing effective analysis on DATA and generating corrective and preventive actions
• Resolving customer comebacks and closing actionable identified in as voice of customer
• Implementing of varied quality tools for smooth functionality of the process, which includes FMEA, Calibration exercise internal and external, 5Y & Fishbone (root-cause analysis tool), etc.

• Process specialist for Disputes process, quality checking of disputes actioned by the team on BSPlink, preparing various external & internal reports and analyzing them.
• Streamlined the Disputes process.
• Processing / settlement of disputed ADM’s by the travel agents.
• Auditing and issuing ADM’s on behalf of the airline.
• Reconciling ADM’s issued with BSPlink and sending status report to the client
• Handling queries of the team
• Standardizing the reports and records in the team.
• Interaction with the client for external query and reporting daily hurdles

• Checked documents for compliance with IATA fares and raised ADMs
• Audited Round the world, NETS & Published tickets
• Good knowledge of BSPlink. Handling Dispute claims for Airlines. Liaise with agents, Audit Executives and Account Manager
• Prepare and submit weekly and monthly reports to Team Leader and Audit Executives
• Investigation and actioning RAA’s on BSPlink