This document provides a summary of Lakshman Nagendra's professional experience, qualifications, and skills. He has over 13 years of experience in business operations, process management, customer relationship management, and team management across various industries. Currently working as a Manager of Operations at Capgemini, he is responsible for business intelligence, reporting, sales operations, and accounts receivables. Previously he has held roles in credits and collections at Hutchison Essar South and Bajaj Auto Finance. He has a Bachelor of Commerce degree from the University of Mysore.
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)