Swaminatha Giri E-mail: giri.girimba@gmail.

com

Phone: 8778284657

PROFILE:

Professional with 13 Years of experience in BPO industry, which includes in Order to Cash (O2C),
Customer master data, Collections Billing & Accounts Payable, process handling and people
management. Currently into the role of Manager with core competencies in managing BPO operations,
people management and customer management.

PROFESSIONAL EXPERIENCE:

Manager -Operations: - 01/04/2021- Till present

Genpact India Pvt. Ltd., Hyderabad
Project: Order to Cash Collections and Billing
Roles and responsibilities.
⮚ Lead & manage a team of 20-25 analysts/SME's
⮚ Respond to customer queries & escalations through call and/or email
⮚ Design and Drive Process Metrics/SLA
⮚ Work with internal teams to drive process improvements and resolve escalations and discrepancies
on customer accounts.
⮚ Perform complex reconciliations on customer payments
⮚ Highlight and address issues with the technical teams related to the discrepancies with the ERP
system.
⮚ Support data analysis, process re-engineering, automation & standardization through Six
metholdogy.

⮚ Closely work with the key stakeholders across geographies

⮚ Ensure daily/monthly SOX controls on bank reconciliation
⮚ Manage change and drive team to success
⮚ Ensure SOPs are kept up-to-date

Assistant Manager -Operations: 21/08/2018- 31/03/2021

Genpact India Pvt. Ltd., Hyderabad
Project: Order to Cash & Collections (KONE process)
Roles & Responsibilities:
⮚ Managing Cash Application and collection operations for 15 Countries (which includes DACH, NEM
and SCA)
⮚ Bank Statement upload for all the business units
⮚ Bank Balance reconciliation to match payments received in bank vs. SAP
⮚ Validation of errors between OPUS Capita and SAP, manually interface bank statement into SAP in
case of errors
⮚ Analyze and send open items report for all the business units including KPM report
⮚ Organize Daily/Weekly/Monthly meetings with the respective business units and record meeting
minutes and work effectively on the action items
⮚ Maintain exception trackers
⮚ Revisit SOPs every quarter and take sign off from business unit
⮚ Conduct Process knowledge Test for the team members and publish the scores
⮚ Contingency planning during peak volume months
⮚ People management, direct report headcount of 30..
⮚ Handles complaints or difficult calls
⮚ Monthly One-o-Ones with the team
⮚ Attrition management
⮚ Solving Shrinkage issues
⮚ Manage KPI metrics
⮚ Calculating and rolling out monthly performance incentives of the team
⮚ Facilitating process trainings and personal development plan for DRs
⮚ Preparing and maintaining daily/weekly/monthly dashboards, process maps
⮚ Drive quality events on the floor.
⮚ Ensures successful transition by assisting and supporting the deployment of new tasks and
operations in SSC.
⮚ Implements measurements, tracks and reports service performance levels against SLA target, pro-
actively identifies potential non-performance and takes corrective actions.
⮚ Partner with Program Development & Execution (“PD&E) and the Global Process Owner (“GPO”) on
any Global Order to Cash initiatives implemented across business units.

⮚ Researching and locating missing information that is needed for the staff to perform their jobs at
optimum levels.

⮚ Makes sure the collectors on staff operate within the confines of the Federal Fair Debt Collection
Practices Act (FDCPA) when making phone contact with individuals and companies.

⮚ Identifies areas of the collection process that need improvement and implements an enhanced
process that will help collectors be more effective.

Junior Team leader -Operations: 01/03/2018 –13/08/2018

KONE India Pvt. Ltd., Chennai
Project: Order to Cash , Billing (KONE process)
Responsibilities:
⮚ Managing operations for Finance process
⮚ People management, direct report headcount of 10
⮚ Monthly One-o-Ones with the team
⮚ Solving Shrinkage issues
⮚ Quality Checks
⮚ SLA metrics
⮚ BCP testing
⮚ Calculating and rolling out monthly performance incentives of the team
⮚ Preparing and maintaining monthly dashboards and update SOPs.
⮚ Recording and reconciling payments
⮚ Maintaining billing accounts and records
⮚ Updating client accounts based on payment or contact information.
⮚ Manage account statuses.
⮚ Identify inconsistencies.
⮚ Prepare and present report to your supervisor.
⮚ Inform clients on their outstanding debts and deadlines

Process Analyst/SME: 03/03/2014 till 28/02/2018

Kone India Pvt. Ltd., Chennai
Project: Customer Master Data and AR Admin in Accounts Receivables and Accounts payables.
My duties also included the following:
- HR catalyst drive quality events on the floor
- Training Catalyst to maintain record of LTOs and standardization of SOPs
- Compliance Spoc
- Overlooking Quality for smooth transitions.
- Successfully transitioned SAP roll out project (E2E testing) for Saudi Arabia & Mexico and Go Live was
done as per the agreed dates.
- Involved in SAP implementation project till Go live and handed process to teams successfully.
- Part of SAP roll out project: Successfully tested & Implemented P2P, and C&B process.
- Ensuring on if the suppliers receive the money on timely basis.
- Vendor réconciliation report.
-Vendor crédit balances.
- Creating master data record in ERP for customers as per the Credit Application form receive
-Determining whether the master data is already exists in ERP.
-Processing requests of creating and changes in Master data.
-Raising manual credit note and manual debit note in SAP as per request received from collection team.
-Extracting of invoices in SAP.

Process Agent: 15/09/2011 till 02/03/2014

Kone India Pvt. Ltd., Chennai
Responsibilities:
 Processing of day-to-day cash applications and preparing proposals to suppliers.
 Processing of Invoices and claims received.
 Bar code scanning.

Additional projects handled in Kone (AR)

 Has been part of Bank connectivity projects for AR process

Organization: Maersk line Global Service center.

Designation: Senior officer

Duration: 05/10/2009 – 12/09/2011

Responsibilities:

 Receiving inputs on cash applications from NAM countries and processing it accordingly in SAP.
 Customer account reconciliation and doing quality check on outstanding payments which are
under customer account.

CERTIFICATIONS:

 LEAN certified (filed and implemented 9 process improvement ideas)

 Green Belt certified in Genpact on quality standard across finance process.
 Certified soft skills trainer.

SKILL SETUP ON SAP FICO:

 Defining Fiscal year variant, Posting periods, Tolerance groups, Document types and number
ranges
 Defining Assigning Accounts for Automatic Posting for Interest Calculations.
 Configuring Customer/Vendor Accounts Groups, Number Ranges and
Customer/Vendor Masters Creation
 Configuring Automatic Payment Program and Dunning for Vendors/Customers
 Creation of Asset Classes, Asset Number Ranges, Account Determination, and related
settings
 Configuring Chart of Depreciation, Depreciation Areas and Depreciation Keys.
EDUCATION:

COURSE INSTITUTE Year of Passing

MBA Sankara University 2009

Bcom Sankara Arts and Science college 2007

2005
+2 Jaigopal Garodia Higher secondary school

10TH Nalli Kuppuswamy Vivekananda Vidyalaya 2003

Tools:

SAP, OPUS CAPITA, KPM.

LINGUISTIC ABILITIES:
English, Hindi, TAMIL

STRENGTHS:

 People management skills

 Multitasking
 Flexible to work in shifts.

PERSONAL PROFILE:
NAME : SWAMINATHA GIRI AM
FATHER’S NAME : MUTHUKUMAR AY
DATE OF BIRTH : 23 DEC, 186
GENDER : MALE
MARITAL STATUS : MARRIED
NATIONALITY : INDIAN

CONTACT DETAILS : +91-8778284657

DECLARATION:
I HEREBY DECLARE THAT THE ABOVE MENTIONED INFORMATION IS CORRECT UP TO MY
KNOWLEDGE AND I BEAR THE RESPONSIBILITY FOR THE TRUTHFUL OF THE ABOVE MENTIONED
PARTICULARS.

DATE: (SWAMINATHA GIRI AM)