1. NALINI MARIETTA BOSCO
E-Mail: nalinibosco@gmail.com ~ Phone: 09632203103
SENIOR MANAGEMENT
SERVICE DELIVERY / OPERATIONS - ACCOUNTING DOMAIN
Industry Preference: BPO/ Manufacturing / Software
Location Preference: Bangalore/ Chennai/ Hyderabad/ Singapore
P R O F I L E S U M MA R Y
• A competent professional with 21 years of rich experience in:
Accountancy
Transition Management
Project Management
Operation Management
People Management
P& L Management
Service Delivery Operations
SLA TAT Adherence
Client Relationship Mgmt.
• Keen planner with skills in managing & leading teams for running successful
service delivery & process operations and experience of implementing
procedures, service standards for business excellence
• Proven track record of leading transition framework to enable as well as
facilitate defect free transitions through an integrated framework
• Possess strong accounting skills and insightful experience of handling
processes: Accounts Payable, Accounts Receivable and General Ledger
• Exceptional in setting out quality standards for various operational areas to
facilitate a high-quality customer experience, while adhering to the Service
Level Agreements (SLA)
• Proficiency in devising strategies for smooth operations of business processes,
defining continuous improvement processes, developing employees' strengths
and building strong teams, structures and processes
• Excellent at managing business operations and providing revenue assurance
for all lines of business by implementing stringent cost management and
revenue management techniques
• A team player with exceptional communication & people management skills
C O R E C OM P E T E N C IE S
• Defining service standards and guidelines that serves as
benchmark for excellent service delivery
• Collaborating and working globally with other business leaders
and functional leaders for key accounts
• Managing the delivery of outsourced services across globally
spread out delivery network as per SOW, SLA, CTQ’s
• Conducting periodic review metric / customers global – onshore
business leadership
• Facilitating smooth transition of processes from overseas locations
of client and stabilizing the same; standardizing the process and
ensuring compliance with the guidelines
• Mapping clients requirement and coordinating in developing,
implementing & transitioning processes in line with the guidelines
specified by the client
• Maintaining high discipline and norm adherence in line with
organizational standards, coordinating with superiors for cross
trainees and innovative suggestions to improve operational efficiency
O R G A N I S A T I O N A L E X P E R I E NC E
EXL Service, Bangalore as Assistant Vice President Since Mar’03
Key Result Areas:
• Working on a transition project, getting trained, gathering process information, documenting the business
processes as per ISO 9001

2. • Preparing process map, desk procedure manual, responsibility matrix, performance management and risk
assessment and control
• Reviewing the Statement of Work (SOW) and suggesting modifications for finalizing the SLA
• Creating the technology:
o Communication plan, issue/escalation process and change control process
o Connectivity testing from client's location to offshore location, Application testing and benchmarking the
performance
• Conducting interviews and recruiting best team for Offshore transition
• Imparting trainings the offshore team members in performing the operations
• Ongoing operational control on AP, AR GL activities of the Team
• Transitioning the Accounts Payable, General Ledger Reconciliations, Fixed Assets and Cash Apps Processes. (it
includes Preparation of SOW, SLAs, Training Plan, Ramp up, Reviewing DPMs, Process Maps and Standardization of
various reports)
• Maintaining constant contact with the customers during month ends and especially during quarter ends
• Supervising the daily, weekly and monthly reports and updating the internal Management with dashboards
• Benchmarching the process standards and devising escalation metrics and timely resolution
• Involved in half yearly and yearly appraisals of the team; recognizing and rewarding good performance
• Encouraging and identifying the best amongst the team and mentoring them, creating effective backups for team
• Responsible for P&L Management for the entire site and deep diving into cost and revenue management program-
wise and revenue assurance for all the lines of business
• Managing all aspects of review of the financial terms and conditions of all contracts and tracking and reporting of
contract information for executed contracts
Highlights:
• Developed internal Review Mechanism
• Gathered information about the Offshore Environment Onsite (OSE) before
transitioning the processes
• Merit of transitioning and stabilizing the AP/AR /GL process of
Manufacturing unit from Michigan - USA within stipulated time and as per
client expectation and no issues
• Played a pivotal role in stabilizing the process within short time and created
backups for all the critical processes
• Executed the Compliance project to increase productivity of agents and
contact rate for the Service Industry
• Proven track record of developing macro by identifying the non-value adds
and reducing the steps in production for Service Industries
• Successfully completed a Six Sigma training for reducing Error Rate and
reducing the process time
• Instrumental in maintaining low attrition rate and recognized as people
oriented person
• Received Team Excellence Award for contribution in 2009
• Conducted Presentation Skills Training Programs for the team
P R E V I O U S W OR K E X PE R I E NC E
Arya Communications and Electronics Services Pvt. Ltd., Bangalore Mar’95-Jul’02
Accounts Executive
M/s. Esanda Finance and Leasing Groupas, Bangalore Jul’94-Dec’94
Accounts Executive
M/s. Brooke Bond Lipton India Ltd., (Hindustan Lever Ltd.), Bangalore Jul’93-Feb’94
Officer-Accounts
I T S K I L L S
 JD Edwards, SAP, HMIS, Syteline, QAD, CFSS, Great
Plains (ERPs)
 Lawson Portal Version 3.1.6.2 (ERP)
 Reconet, Check Free, Blackline - GL Reconciliation
Tool
 MS-Office 2010 and Advanced Excel
 MS Access 97, MS Visio
 Coupa
 OnBase

3. W OR K S H O P S A T T E N DE D
 Situational Leadership  Coaching for Engagement
A C A DE M I C D ET A I L S
• Master of Finance and Accounting from Bangalore University in 1993
Secured 5th Rank in M.Com. - Bangalore university
• B.Com. from Bangalore University in 1991
Date of Birth: 8th December 1969
Languages Known: English, Hindi, Tamil & Kannada
Present Address: No. 3 PalmLand, Dodda Gubbi Main Road, Near KRC Bus Stop Kyalasanahally,
Bangalore 560 077
Permanent Address: No. 693, AECS Layout, C Block, First Main Road, Kundalahalli, Opp. Brooke Fields,Bangalore – 560037
Passport No.: F0995496 (Expiry Date: December 2016
US Visa Status: US Visa B1/B2 Validity: September 2016