1. Lakshman Nagendra
A404, Plot 54, Sicily Park, Sector 12B, Koparkhairane, Navi Mumbai 400709
(M) 9986504455 (Email) lakshmanmadikeri@yahoo.com
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• Experience working across industries like - IT/ITES, Telecom & NBFC.
• Prudent, disciplined & self motivated with excellent interpersonal, communication & organizational skills with
proven abilities over 13 years in Process Management, Operations Management, Customer Relationship
Management & Team Management.
• Proven ability in knowledge transfer for new businesses/successfully transitioned business for different
stakeholders.
• Abilities in coordinating with Internal/External stakeholders for running successful business operations &
experience of implementing procedures and service standards for business.
• Adroit in ensuring delivery of high quality services to support stakeholder's business needs and achieving
continues high stakeholder satisfaction.
• Managing multiple assignments & deliverable at the same time.
• Experience working across – Accounts Receivables, Business Operations, Invoice Management, Sales
Operations and Resource Capacity Management
• Framing work directions in order to achieve SLA.
• Stakeholder Management / People Management.
• Knowledge Transition, Process Training, Process Documentation & Change Management.
• Conducting internal process audits & process reviews to ensure strict adherence to the process parameters as
per defined guidelines.
• Experience working in an onshore – offshore model with teams from different time zones and cultures
• Strong drive for results, ability to handle ambiguity & cross team dynamics.
• Support the SAP and Oracle Service Line Leadership Team on all their operational needs.
• Work with Engagement Managers on the Resource Forecast. Minimize forecast variance month on month..
• Monitor Open Demands, work with the staffing and recruitment team for speedy fulfillment, discuss for any
challenges, working with Business Leaders to overcome those challenges.
• Ensure Critical Demand hiring is closed on time.
• Work with Project Managers on Senior Resource Extraction, Freshers Fulfillment and Pyramid management of
the Project.
• Float IJP’s for all open positions within a Project, schedule interviews.
• Preparing and publishing of the Monthly Business Review slides for the Service Line leader.
• Drive 100% Compliance to Organizational Local and Group Policies/Standards/Processes/Core Values.
• Joined as Lead Operations - April 2007.
• Assistant Manager Operations - March 2009.
• Deputy Manager Operations - July 2011.
• Manager Operation - May 2014.
An Overview
Core Competencies
Previous Employer - IBM India Pvt Ltd., - April 2007 to October 2015
Roles & Responsibilities - Business Operations Span (15 Business Operations Analyst)
Growth Path
Current Employer - Capgemini India Pvt Ltd., - October 2015 to Till Date (Manager Operations)
Roles & Responsibilities - Operations

2. •
• Work closely with the COO & Service Line Leaders of Asia Pacific & provide overall Business Intelligence &
Reporting Support.
• Consolidate Service Line Management Reports, Highlight Performance Gaps & assisting with tracking actions
with respect to Revenue, Signings, Troubled Accounts etc.,
• Proactive analysis of the metrics and provide analytical insights of the business to the leadership team on
recurring basis.
• Analyze patterns that indicate problems & highlight it. Conduct root causes & work with Operations & Senior
Leadership to address any issues.
• Preparing presentations & reviews for Executive Business discussions & being an active member in leading the
discussions.
• Being an active part of Projects / Initiatives / Programs driven across regions, & work hand in hand with the
teams to drive success.
• Support on all Adhoc requests.
• Support sales success by providing a defined set of Operational & Analytical Advisory services to our IBM Sales
Leaders of Asia Pacific.
• Standardizing Sales Information in order to maximize client-facing time for our sellers by reducing the time spent
on internal IBM-focused activities.
• Pipeline Analysis - Understand & Publish if our pipeline is large enough & progressed enough for us to make our
full quarter signings plan - WTW, QTQ & YTD trending.
• Provide Analysis on Health of the Pipeline relative to previous year & current year plan.
• Ensure all Business Units are driving to plan & have the Roadmap to get there, recommendations for actions to
close gaps.
• Analyze Win/Loss trends & integrate with CSAT results to identify actions to improve our Win Odds & Sales
Results.
• Participate in the Sales Cadence calls, MoM documentation, publish the same to the Sales Leaders.
• Support Sales Leader and Business Partners in Analysis & Presentations for various Executive meetings.
• Engage with Stakeholders to understand if there are any gaps between their expectations & our delivery
capabilities.
• Seek timely feedback & maintain professional communication with all the stakeholders. Manage all process
related performance issues.
• Ensure smooth Transition of any new activity, by following the standard IBM transition approach.
• Liaising with the Stakeholders & prepare the L1, L2 & L3 Training Plan. Preparing the Work Shadow Trackers &
Parallel Perform plan to ensure the time lines are met. Prepare comprehensive DTPs & SOPs for the processes.
• Coordinate with the Stakeholder & prepare the DOU, Communication & Escalation matrix & Change
Management process.
• Involve in hiring & ensure the team On-Boards as per the time lines provided by the Transition Manager.
• Identify the top performers & implement appropriate action plans to further enhance their performance & career.
• Spot non performers & assist them to develop their personal development plans & monitor their progress on a
monthly basis.
• Recognize employees with talent & potential and recommend them on development programs.
• Monitoring & evaluating the performance of all the employees & implement appropriate retention strategies to
minimize the staff turnover rate.
• Prepare a strong Management and Governance system.
• Assign AR Cases to AR Specialist. Manage Collections and Disputes team of EMEA.
• Monitor targeted collections vs actual collections on a daily basis.
• Maintain accurate AR aging reports, dashboards.
• Manage bad debts at permissible limits.
Roles & Responsibilities - Sales Operations Span (10 Sales Operations Analyst)
Roles & Responsibilities - Marketing Communications & Operations (Span 30 Associates) + 2 TL's
Roles & Responsibilities - Accounts Receivables

3. • Maintain bad debt & Receivables reports.
• AR analysis between the Targeted Collections Vs Actual Collections on a daily basis, MTD and YTD collections
and publishing the same to the leadership team.
• Publishing month end closing report and performance dashboard collector wise every month.
• Build and design effective dispute resolution system. Work towards reduced TAT of dispute resolution.
• Monitoring unassigned accounts, manage platinum customers exclusively.
• Appoint & Manage Collection & Verification Agencies.
• Allocating data to all agencies & direct team within stipulated time to get more productivity to achieve the given
collection target.
• Conducting daily reviews & meetings with the collection agencies and direct team to analyze the root cause of
any problems & finding solutions to overcome it.
• Special focus for FTB and STB billers, analyze on outstanding customers paying after due date & improve before
due date payments.
• Handling collections of accounts mapped as small corporate, resolve billing issues of these corporate,
reconciliation of old dues of active, suspended & deactivated connections.
• Taking care of audit requirements of collection agencies, taking care of agency billing process, setting up of
processes in new agencies, setting up of new agencies for front end collection.
• Managing credit verification, minimizing loss due to sim loss, fraud, misuse of connection, monitoring of policies
& process.
• Scrutinize the orders logged in by dealers/customers/sales & validate the documents, co-ordinate with agencies
for credit verification, decide credit limit based on pre defined norms.
• Exposure management for subscribers exceeding their credit limit. Request for interim payments if exposure is
high.
• Recommending & Initiating legal procedures against defaulters.
• Handle all assigned collections, chronic & complex cases & repossession at the Area & ensure maintenance of a
quality collections portfolio.
• Lead & manage the team of Field Collection Executives.
• Liaise with the Legal team and ensure adherence to SOPs, Process Note Manual, Code of Conduct and other
applicable norms.
• Coordinate with External Repo agency during repossession of vehicles.
• Monitor & Lead credit verification, document verification.
DOB - 23-02-1980
Education - Bachelor Of Commerce, University Of Mysore (2001), NIIT: Certificate Course in MS Excel, Word &
Power Point.
Languages - English (Fluent), Hindi (Fluent), Kannada (Native).
Yours Truly
Lakshman Nagendra.
Previous Employer - Hutchison Essar South Limite (Hutch) February 2005 to February 2007
Roles & Responsibilities - Credits & Collections
Previous Employer - Bajaj Auto Finance Limited July 2002 to February 2005
Personal Details
Roles & Responsibilities - Credits & Collections (Span 20+ Collection Agents)