H-416, Jalvayu-Vihar,

Sector-30, Gurgaon-122001
+91-9873719143
[email protected]

RISHI KHANNA
CAREER
SUMMARY

Management graduate with over 14 years of diverse experience in BPO/KPO set

up in Human Resources Function Managing Operations - People Management,
Talent Acquisition, Absence management, Recruitment Process Outsourcing,
Retirement Benefits, Talent Development, Employee Engagement, Process
Mapping & Streamlining, Transitions, Setting up Systems & Processes,
Performance Management
Currently, manage a span of over of 125+ associates and 8 line managers across
multiple locations and clients.
Developed wing-to-wing process capability for both UK Payroll Deliverance &
Payroll Holder Servicing. Payroll Delivery - from new application processing till
helpdesk support & Service Delivery - Customer contact centre via live chat for
workers wages servicing & helpdesk support
Responsible and accountable for E2E back office processes such as Order-toCash and Procure-to-Pay
Set up FSSC business operations in HBS from scratch to an overall team of ~125+
FTEs across Gurgaon & Noida
Received management award for two consecutive years (2010 11 & 2011 12)
for successfully setting up shared services centers at Gurgaon and Noida and has
been instrumental in making the practice grow to 125+ head count in shared
services delivery environment.
Span of responsibility includes identification of new business opportunities at the
customer end, sending resources at clients site for On-the-Job training &
transition, hiring & training, service delivery
Worked for Genpact (erstwhile GE Capital) for over 10 years in service delivery
functions BFSI and Financial & Accounting verticals; Led Shared Service
function for Order to Cash processes, Client service delivery and controllership.
Key clientele includes GE Financial Assurance, Genworth, Employee Reinsurance
Corp, GE Commercial Finance, GE Retail Sales Finance Cards, GE Medical
Systems, Genpact Controllership Group, Genpact Shared Services.
Travelled extensively to UK Hays HO for process transition to offshore. Identified
as Account Receivables expert to lead integration activities for a newly acquired
company by Genpact in Europe, based in Rotterdam, Netherlands for ~3 months.

CORE
COMPETEN
CIES

HR Operations

Shared Services

Change Management

Employee Engagement

P&L management

Conflict Management
Relationship Management

EXPERIENCE

HAYS BUSINESS SOLUTIONS VERTICAL LEAD FINANCE SHARED SERVICES,

BACK OFFICE
June 2010 to Present

Guide and lead teams directionally to overall objectives and goals

Responsible for driving initiatives within the group and ensure the
results from those with a confined focus on the timelines and
quality.
Define and drive the standard employee measurement factors like
KRAs, Mentoring and Project SLAs.
Act as very strong escalation resolution source for the entire project
team for any of the assigned projects. If there are any issues on the
agreed deliverables, then articulation of the same issue with the
right message on the impact analysis.
Effective /accurate reporting skills
Initiate and Manage change
Focusing on growth Proactively manages own development and
directs team development.
Maintains up-to-date knowledge of professional field.
Responsible for mentor or lead a group of first line managers on the
projects.
Manage Internal & Extrenal calendar
Act as a coach and mentor to high potential C's/D's
Demonstrates effective project management skills and uses an
organized approach to prioritizing work.
Personal impact on clients Demonstrates an excellent knowledge of
specialized business application
Exhibits complete knowledge of systems development and testing
techniques.
Demonstrates excellent written communication, verbal and listening
skills.
Engage stakeholders and act as a point of escalation. Provide timely
resolutions
Focusing on growth
Manages and ensures timely delivery on projects within budgets
Able to make difficult and complex decisions which address key
business issues, considering the impact and implications on other
parts of the business.
Drive quality through teams to make an impact on ongoing business

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Accomplishments in Current Role:

Received management award for two consecutive years (2010-2012) for

successfully setting up shared services centers based out of Gurgaon and Noida.
Cost productivity benefit of ~500k by optimum utilization of resources and
working closely with support functions to reduce cost by effective utilization of
transport.
Successfully managed the best NPS for outstanding service delivery led to win
more business from regions.

Jan 2000 May 2010

Genpact
July 2009 to May 2010 as Manager Shared Services
May 2008 to July 2009 as Manager Finance and Accounting (F&A) Operations
December 2003 to May 2008 as Assistant Manager F&A Operations
January 2000 to November 2003 as Process Developer Insurance Vertical
OPERATING MANAGER ORDER TO CASH, SHARED SERVICES/F&A
OPERATIONS (CONTROLLERSHIP GROUP)
May 2008 to May 2010
Span (Direct): 1 Manager, 3 Assistant Managers & 19 associates
Operations Management:
Worked on setting and maintaining KPIs & SLA targets for the process.
Handled client relationship, negotiation of new targets and KPIs for the current
process.
Responsible for conducting quarterly & monthly Business Reviews of the
engagement performance with the client and weekly/monthly performance
reviews with the Business Heads/teams.
Planning
Steer operations with focus on bottom line profitability by ensuring optimal
utilization of available resources.
Implement competent Rewards and Recognition programs for the employee along
with the leadership team.
Implement competent strategies with a view to render exceptional customer
experience and adherence to all the set parameters.
Build & maintain healthy business relations with customers, ensuring high
Customer satisfaction metrics.
Quality and Compliance
Ensure that the team adheres to the quality tool and procedures and ensuring
highest level of quality in operations.
Taking initiatives through various programs that the new hires adhere to all the
policies and procedures.
Human Resource Management/Team Planning
Identify and provide guidelines on candidate pre-requisites for the role.

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Successfully managing large teams to work in sync with the corporate objectives.
Sustaining the optimum attrition rate.
Conduct Skip levels with the teams to identify areas of concern and challenges
faced by the team and to address them in liaison with HR team.

Selected Accomplishments:

Streamlined processes for billing through standardization and digitization.

This team has given an upfront productivity of ~40% through time release by
Front Line Managers
Billing centralization has given a Cash Flow impact of ~ $4.2MM by reducing
billing days from 10 days to 4 days
Gold Award : Cash Application TAT reduction from 2 days to 1 day, Bank recon
closure activity reduced from a month to 5 days, reduced unapplied remittances
from $2.5MM to $0.9MM

On-Site Project: (Apr -08 to June-08)

Client: ICE (SAP Consulting Company) based out of Rotterdam (Netherlands) now
acquired by GENPACT.

End-to-end closure of entire AR-related to data migration from GL to sub-ledger,

reviewing the correctness of data vis--vis audited numbers, closure of debtors
application along with bank entries.
Facilitating team members of ICE by imparting training on Oracle Financials
package and usage.

ASSISTANT MANAGER ORDER TO CASH

Dec 2003 to Apr 2008
Selected Accomplishments:

EDUCATION

Managed service delivery operations of GE client for a B2B process and ensuring
all KPIs & SLAs are met.
Ensure to meet all client deliverables and have regular process updates with
client.
Ensure that the team adheres to the quality tool and procedures and ensuring
highest level of quality in operations.
Managing the Performance Management Process and career development.

PGDBF from Indian Institute of Finance, New Delhi Regular Batch 1997 1999
Bachelor of Commerce, Lucknow University. Batch 1993 -1996

REFERENCES

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AVAILABLE ON REQUEST